Customer Experience and Portfolio Management Manager - Hang Seng Bank (HK)

Some careers have more impact than others.

If you’re looking for a career where you can make a real impression, join Hang Seng and discover how valued you’ll be. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, Hang Seng offers opportunities, support and rewards that will take you further.

Commercial Banking – Business Banking

Hang Seng’s Commercial Banking 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 team as Customer Experience and Portfolio Management Manager

Principal responsibilities

• Develop and drive comprehensive customer journey strategies, including Net Promoter Score (NPS) initiatives, to enhance customer engagement and satisfaction.
• Lead efforts in attrition management by devising and implementing innovative strategies aimed at reducing customer attrition rates.
• Oversee portfolio management activities to boost sales productivity, ensuring alignment with organisational goals and maximising revenue opportunities.
• Utilise data analytics to develop and drive customer-centric propositions, providing actionable business insights that deliver optimal outcomes for our customers.
• Evaluate and enhance the operational efficiency of the team, implementing best practices to streamline processes and improve overall performance.

Requirements

• University degree in Business Administration, Statistics, Marketing or other relevant qualifications. Professional qualifications such as HKICPA, CFA, ACCA, CB and AAMLP would be an asset
• Proven years of working experience in the banking industry with focus on commercial banking (CMB) and good understanding of CMB customer segment, new digital initiatives and data-driven strategy as well as related banking systems.
• Embrace changes with strong problem solving skill and customer centricity mindset to drive enhanced customer experience
• Good data-analytics skillset to support data-driven strategy 
• Good interpersonal and communication skill for effective collaboration
• Strong risk sense and knowledge in customer due diligence requirements
• Proficiency in both English and Chinese
• Professional qualifications such as Enhanced Competency Framework (ECF) and/or Certified Banker (CB) under Hong Kong Institute of Bankers (HKIB) would be an advantage.