HSBC Group

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 Proposition and Management is committed to designing differentiating value propositions for strategic customer segments, including mass affluent, mass retail and mainland Chinese with unique anchors on wealth and banking solutions, synergising advanced digital capabilities, and servicing channels to deliver quality client experiences. We continue to develop best-in-class customer life cycle management strategies, ranging from account acquisition, activation, relationship deepening and retention, to accelerate quality customer growth and deepen customer relationships. The team is also dedicated to providing first-class customer experience with a focus on structured customer feedback loop, experience measurements for customer touch points and journeys, key customer journey enhancements as well as efficient complaint resolutions and cultivation of the customer centric culture within the bank.

Should you join our Customer Proposition and Management team, you will gain exposure to driving customer proposition strategies and customer journeys and collaborate closely with product teams, distribution channels and other functions, to offer customer centric solutions for enhanced customer experiences, meeting evolving customer needs in changing market dynamics.

We are currently seeking a high caliber professional to join our team as Head of Affluent Portfolio Management, reporting to the Head of Customer Propositions & Management.

Principal responsibilities

• The Head of Affluent Portfolio Management will be instrumental in designing of best-in-class customer life cycle management strategies across mass affluent, high net worth and Mainland Chinese segments to manage portfolio quality, increase TRB growth and maximize product revenue 
   
• Collaborate with Products and Marketing teams to design customer engagement and product penetration strategies to increase wealth and retail product penetrations, broadening and deepening among all affluent segments and as a result increase revenue per customer
   
• Design pre-emptive retention, reactivation and anti-attrition strategy to increase transactional/product usage activeness and avoid customers turning into dormant or fund-out.
   
• Design and manage an omni channel customer contact strategy to enhance customer experience, communication efficiency and effectiveness and product cross sell
   
• Collaborate with Data Analytics team to conduct robust customer analysis including but not limited to understanding customer needs, product transactional behaviour, channel preferences, product penetrations, customer engagement effectiveness to design an effective customer segmentation model and triggers to improve the effectiveness of portfolio actions
   
• Design special customer group policies to ensure the right servicing model and controls are in place to manage business risks
   
• Provide inputs to the development of a customer content management tool to facilitate customer communications and engagement
   
• Drive a culture of high performance and empowerment through effective people management activities. Foster a diverse, inclusive and open environment and drive teamwork and collaboration within and outside of the team
   

• Proven experience in the banking/financial or related industries with focus on Propositions management, customer relationship management and customer portfolio management
   
• Proven work experience to lead omni channel customer contact and/or customer experience; CRM and data analytics; experience in building the necessary platform an asset
   
• A forward-looking leader with innovative thinking and demonstrated ability to lead change
   
• Ability to lead and build an initiative from scratch and to handle high level of ambiguity
   
• Excellent influencing skill in dealing with executive and senior level management and strong leadership across functional teams to drive improvement
   
• Strong knowledge with banking customer interaction channels including branches, contact centre, digital platforms, RM, etc
   
• Sound decision making and capable to work under pressure
   
• Open to change with ability to influence, engage and lead positively and in an inspiring manner
   

• Proficiency in both English and Chinese

   

   

• University degree in Banking, Finance or related discipline 

   

   

• Professional qualifications such as Enhanced Competency Framework (ECF) and/or Certified Banker (CB) under Hong Kong Institute of Bankers (HKIB) would be an advantage. 

You’ll achieve more when you join Hang Seng Bank Limited.

www.hangseng.com/careers

https://www.linkedin.com/company/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.

Issued by Hang Seng Bank Limited

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