Manager, Relationship Management

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 Manager, Relationship Management , reporting to Head of Customer Service Banking 

Principal responsibilities:

•  Formulate and implement localized sales and marketing plans for the relationship managers and lead the team to achieve the assigned KPIs as well as direct them to maximize service quality and productivity
•  Identify potential customers and groom them into Prestige Banking customers to maximize the customer loyalty and satisfaction
•  Assist the Head of Banking to manage and enhance capabilities/professionalism of the sales staff and provide coaching/support to them
•  Obtain customer feedback and handle complaints in a professional manner
• Organize various promotional activities for acquiring new business
• Keep abreast of latest compliance requirements and recommend remedial actions when necessary

Requirements:

• University degree in a related discipline
• Passes in IIQE (Paper 1, 2, 3) and HKSI (Paper 1,7,8) a must
• Proven sales experience in banking industry
• Good leadership and coaching abilities
• Sound judgment and strategic planning skills
• Customer centric mindset and ability to manage complex interactions effectively
• Able to inspire others to achieve their goals/ambitions in a variety of situations
• Shown strong situation awareness, strong desire to learn and able to work in Agile environment
• Resilience to stress, able to unlock full potential and prepare for the future of work
• Fluency in spoken and written Chinese and English