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.
Customer Proposition and Management
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.
Principal responsibilities:
- Reporting to the Head of Wealth & Personal Banking, the job holder is accountable for developing and driving clearly differentiated value propositions for different segments including but not limited to young, mainlander and GBA, high net worth, emerging affluent and mass affluent and building the Bank’s competitive advantages to acquire and retain customers
- Manage our customer continuum to effectively build customer advocacy and sustainable relationships by addressing their needs at different life stages
- Develop and drive our propositions to capture growing connectivity needs and business growth in Hong Kong and the Mainland/Greater Bay Area
- Design and manage an omni channel customer contact strategy to enhance customer experience, communication efficiency and effectiveness and product cross-sell
- Provide inputs to the development of a customer content management tool to facilitate customer communications and engagement
- Provide customer insights on customer experience, behaviours and needs to management for strategy development to answer evolving customer needs and trends
Requirements
- Seasoned business leader with breadth of experience in wealth and personal banking on top of digital developments and commercialisation with strong business focus in customer propositions and segmentation
- Strong customer centricity to understand customer voice, develop customers insights informed by data analytics
- Strong business acumen and agility to lead in changing market dynamics
- Strategic focus with strong analytical and problem-solving skills
- Strong influencing skills to engage and lead positively in an inspiring manner
- A forward-looking leader with innovative thinking and demonstrated ability to lead change
- Proficiency in both English and Chinese
- University degree in a related discipline or other relevant qualifications
- Minimum of 15 years’ banking experience with relevant job scope
- Great sense of ownership and servicing mind-set to ensure efficient and effective customer service delivery
If you would like to explore other opportunities at Hang Seng Hong Kong, please visit www.hangseng.com/careers/ for details.
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