Frontline Experience Manager

Retail Distribution

Hang Seng's Retail Distribution 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 around 255 branches and automated banking centres, including around 50 Prestige Banking Centres for our high-end personal customers, we serve over half of the adult population in Hong Kong while offering an extensive range of products to our valued customers.

We are currently seeking a high caliber professional to join our team as Frontline Experience Manager, reporting to Area Manager.

Principle Responsibilities

• Be the Area Champion of diversity and inclusion, community and sports, to encourage inclusive culture, integrating work life balance and reaching out to community
• Formulate and implement staff value, recognition, engagement initiatives, team building activities and communication sessions in line with the bank and people strategies in Retail Distribution
• Collect voices feedback from frontline and facilitate management to enhance customer experience, work efficiency and staff well-being
• Collaborate with Operations Manager to manage operational effectiveness of the branches, propose initiatives and share the best practices to network

Requirements

• University Graduate is preferable
• Proven work experience with strong understanding of branch services and operations, practical experience in event management, communications, engagement, people experience activities and budget management will be an advantage
• Positive role model and highly self-motivated with great levels of creativity, initiative and enthusiasm
• Strong leadership, negotiating and influencing skills
• Excellent communication skills, both verbal and written, good command of Cantonese and English
• Ability to build professional working relationships at all levels balancing needs of all stakeholders.
• A flexible attitude to work and work pattern
• Be up for having fun and encouraging others to participate in activities
• Great sense of ownership and servicing mindset to ensure efficient and effective customer service processes
• Professional qualifications such as Enhanced Competency Framework (ECF) and/or Certified Banker (CB) under Hong Kong Institute of Bankers (HKIB) would be an advantage.