Head of Customer Experience

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 us as Head of Customer Experience.

Principal responsibilities

• Lead relevant units to promote and implement customer experience improvement plans, apply agile method to jointly review the contact centre content and processes of the plan on a timely basis, and strive to introduce the most suitable plan for customers
• Lead the planning and ongoing monitoring of effectiveness on initiatives in uplifting complaint handling efficiency and quality
• Oversee the operations capacity, efficiency and quality for Customer Relations Team and Quality Assurance Team
• Implement sales quality control at contact centre and support reinforcement activities to promote the concept of “treat customers fairly” and driving “good customer outcomes”
• Govern key service standards at key touch points and manage service monitoring programmes for tracking against key metrics and service standards
• Analyze and translate customer voice, external market information and internal business market intelligence into actionable insights for driving customer experience and service enhancement initiatives.

Requirements

• University Graduate in Business, Operations Management or Finance, with over 8 years’ relevant experience
• Extensive experience in Customer Experience and with knowledge of contact centre operations 
• Sound operations and people management knowledge of branches and call centres, preferably with experience in managing a team of 10+ staff
• Proficiency in both English and Chinese.
• Good knowledge of MS Office (Word, Excel, PowerPoint)