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.

Retail Distribution 
Wealth and Personal Banking
 
Hang Seng's Retail Distribution business focuses on personal wealth management and financial services. Our one-stop wealth management initiatives are designed for both our affluent and mass integrated account customers. With more than 260 branches and automated banking centres, including Prestige Banking Centres for our high-end personal customers, we serve over half of the adult population in Hong Kong offering an extensive range of products to our valued customers. 
We are currently seeking a high caliber professional to join our branch network as Head of Distribution Innovation and Experience.  

The incumbent will take a leadership role to develop and transform Distribution network strategy by creating, implementing and supporting relevant innovative and comprehensive solutions and services to the branch operations and various customer segments. He/she will advocate, develop and communicate to the leadership team a holistic vision and strategy for Retail Distribution to all stakeholders across Wealth & Personal Banking and articulate the value of Future Branch Model and integrate into the business operating model from the perspective of sales revenue, cost saving, customer experience and operational efficiencies.

Principal responsibilities

  • Formulate strategies to transform Distribution network with an objective of anticipating or shaping customer behaviour, improving client experience, and delivering efficiency gain.
  • Develop footprint strategy with site optimization, location strategy, cost/ income efficiency, branch archetype, and sales/ service model 
  • Reshape channel model including cross channel and Omni channel journeys, using technology and process redesign and working with innovation partners
  • Overall accountability for innovation and new technology projects of Retail Distribution (RSS) by either driving directly or working with central teams, including implementation, review and successful rollout 
  • Collaborate with RSS, WPB and wider process and operation owners to streamline and digitize processes as per strategy  
  • Collaborate with other Channels e.g. Digital and Call Center in planning and executing Omni-channel strategy 
  • Drive transaction migration or transaction reduction together with Digital channel 
  • Accountable for branch and customer feedback on operational effectiveness and efficiency and carrying out streamlining projects corresponding to those feedback.
  • Analyze and interpret customer footprint and behaviour at Branch to understand customer patterns for designing better customer journeys.
Requirements
  • University degree in Business Administration or a related discipline
  • Minimum 15 years of working experience in strategy and project management in banking and familiar with operation processes of branch and automated channels
  • Excellent communication, interpersonal and leadership abilities
  • Strong business acumen with a strategic orientation. Sound problem-solving abilities
  • Proficiency in both English and Chinese
  • High level of customer centricity mindset with dedication to deliver exceptional quality services for customers

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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