Job description
A Career with Hang Seng Bank
Hang Seng is committed to service excellence. Our people are our most important asset and play a vital role in our efforts to continually enhance our performance for customers and provide best-in-class products and services. We seek to attract high-caliber talent by offering a dynamic working environment, good career development opportunities and competitive compensation packages.
Card Protection & Service Journey Manager
Card Business Department
Hang Seng's Card business offers a full spectrum of card products and services to customers.
We are currently seeking a high caliber professional to join our department as Card Protection & Service Journey Manager.
Principal responsibilities
- Responsible for post credit card account opening card protection and servicing journey to ensure smooth daily operations, quality customer services, efficient processes (system and non-system), and compliance with regulatory and Bank’s requirements.
- Identify and formulate business transformation strategies with focus in card service quality and protection.
- Evaluate and implement new initiatives to optimize process efficiency, enhance customer experience, and reduce operational costs.
- Drive card service enhancement projects (both digital and non-digital) and act as project leader to manage internal support functions in execution and deliverables.
- Manage card service and protection related customer journey and communication (both digital and non-digital).
- Comply with all applicable regulations, rules, codes, guidelines and standards set by regulators and the Bank, and carry out duties with high integrity.
- Adhere to all established risk control guidelines, procedures and measures and to mitigate the risks.
Requisitos
- University degree or above in Business Administration or related discipline
- Minimum of 6 years’ relevant working experience, preferably with solid experience in card business or project management
- Good communication, interpersonal, analytical and project management skills
- Proactive, creative, customer focused, positive team player and independent
- Proficiency in both spoken and written English and Chinese
- Great sense of ownership and servicing mindset to ensure efficient and effective customer service process
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