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-calibre talent by offering a dynamic working environment, good career development opportunities and competitive compensation packages.
Commercial Banking
Hang Seng’s Commercial Banking (CMB) business provides customized one-stop financial solutions to our corporate customers, from prime small and medium-sized businesses to publicly listed companies.
For customers conducting business locally or around the world, we offer a comprehensive range of services including corporate lending, trade and receivables finance, structured loan, cash management, investment, treasury services, insurance and e-Banking services. As a reliable financial partner, we attend to the specific business needs of our customers and provide efficient tailor-made banking solutions through our relationship managers and dedicated specialists.
We are currently seeking a high caliber professional to join our department as Senior Manager, Contact Centre Management
Principal responsibilities
- Lead and continually improve all aspect of the Commercial Banking Contact Centre to achieve business objectives.
- In charge of designing contact centre transformation strategy and initiatives that encompass innovations in people, process, technology and customer experience
- Provide oversight on customer journey orchestration across channels and touch points to give customers an integral and seamless omni-channel experience
- Nurture a collaborative, agile and supportive team culture through constant data driven feedback and constructive discussions
- Create compelling and engaging contact centre experience
- Drive and deliver changes in operational and revenue performance of Contact Centre through initiatives which are fully aligned to business strategy
- Manage programme/ project cost and schedule, monitor progress and report to stakeholders and senior management
- Manage potential risks and issues on projects and ensure relevant control measures are undertaken to minimize the Bank’s risk exposure
- Monitor the latest market trend and industrial landscape to discover opportunities to improve customer experience and reduce operating cost
- As a team leader, provide coaching and take lead in people development
Requirements
- University graduate in related disciplines or other relevant qualifications
- Minimum of 8 years’ relevant experience in omni-channel and transformation projects
- Knowledge on Commercial Banking would be an advantage
- Demonstrate knowledge of industry trends and standards
- Strong understanding of agile, scrum and design thinking is preferred
- Sound business acumen, able to make commercial judgment balancing the costs and benefits
- Strong communication and interpersonal skills
- Able to work independently with strong self-initiative, able to spot or pre-empt issues, recommend business solutions and escalate as required
- Proficiency in both spoken and written English and Chinese
- Great sense of ownership and servicing mindset to ensure efficient and effective customer service processes
(Candidates with less experience will be considered for junior role.)
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