Senior Manager, Contact Centre Management

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.)