Frontline Operations Support Manager

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 Frontline Operations Support Manager

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.
• 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 degree in Business Administration or other relevant qualifications
• Minimum of five years’ banking experience, preferably with good knowledge of project management and contact centre operations.
• Strong self-motivation, with good analytical, communication, presentation skills, interpersonal and negotiation skills
• Proficiency in both English and Chinese
• Good knowledge of MS Office (Word, Excel, PowerPoint)