Job description
Some careers have more impact than others.
If you’re looking for a career where you can make a real impression, join Hang Seng and discover how valued you’ll be. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, Hang Seng offers opportunities, support and rewards that will take you further.
Customer Contact Centre
Hang Seng's Customer Contact Centre has been ranked one of the best phone banking service providers for consecutive years. Our team strives to provide professional services for a wide range of banking products to address customers' different services and financial needs.
We are currently seeking high caliber professionals to join our team as Head of Frontline Operations Support
Principal Responsibilities
Drive and implement contact centre revenue generation initiatives. Make decision to prioritise business initiatives with right balance of business impact and Frontline team capacity.
Carry out frontline process review, identify process improvement/ streamlining opportunities, derive improvement action plan, and monitor process improvement progress.
To participate in implementing transformational contact centre technologies to help drive modernization of Call Centre and customer experience, leveraging channel shift and self-serve.
Engage proactively with stakeholders of business and supporting teams, build effective partnership to drive business initiatives.
Identify areas of improvement on contact centre operations to ensure effective process and quality deliverables.
Manage and grow team members through effective coaching, skill uplift and career development.
Requirements
- University Graduate in Business, Operations Management or Finance, with over 8 years’ relevant experience
- Extensive experience in Customer Experience and with knowledge of contact centre operations
- Sound operations and people management knowledge of branches and call centres, preferably with experience in managing a team of 10+ staff
- Proficiency in both English and Chinese.
- Good knowledge of MS Office (Word, Excel, PowerPoint)
When applying, please submit a full resume and attach your appraisal reports for the last two years. For internal applicants with less than twelve months in their current role, Manager’s endorsement is required. Please obtain and enclose the endorsement in the application. If you have been in your current role for more than 12 months but the behaviour gateway was “No” in the most recent performance assessment, you cannot apply any internal job openings.
You’ll achieve more at Hang Seng Bank Limited.
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.
Issued by Hang Seng Bank Limited
Nom du recruteur
Wai Yu Cheung
E-mail du recruteur
scarlett.w.y.cheung@hangseng.com