Manager, Collections (Secured Collections) - 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.

Customer Proposition and Management is committed to designing differentiating value propositions for strategic customer segments, including mass affluent, mass retail and mainland Chinese with unique anchors on wealth and banking solutions, synergising advanced digital capabilities, and servicing channels to deliver quality client experiences. Should you join our Customer Proposition and Management team, you will gain exposure to driving customer proposition strategies and customer journeys and collaborate closely with product teams, distribution channels and other functions, to offer customer centric solutions for enhanced customer experiences, meeting evolving customer needs in changing market dynamics. 

We are currently seeking a high caliber professional to join our team as Manager, Affluent Propositions, reporting to Senior Manager, Affluent Propositions. 

Principal Responsibilities

• Develop, design, and implement relationship deepening strategies to drive strategic segment growth and product penetration across Affluent customer segment.
• Collaborate closely with key Business Units, Distribution teams, and Functions to deliver customer engagement activities efficiently and effectively, ensuring optimal customer outcomes.
• Design and enhance the onboarding journey, from account opening through activation, leveraging data-driven insights to optimize the customer experience and business results.
• Map and implement customer journeys across multiple channels, driving engagement and aligning with segment strategies for a diverse customer base.
• Proactively monitor compliance requirements, especially in sales and marketing, competition law, and fair value principles, taking timely action to mitigate risks.
• Stay abreast of regulatory changes to ensure all customer communications and initiatives comply with FIM and related policies.
• Build and maintain expert knowledge of the customer base, market trends, and competitor activities to inform and support strategic direction.

Requirements

• University degree in Business Administration, Marketing, or a related discipline.
• Proven experience in financial services, with a strong track record in portfolio management.
• Strong analytical skills, with the ability to interpret data, generate actionable insights, and drive informed decision-making.
• Customer-oriented mindset with robust business acumen and a passion for delivering exceptional service.
• High level of self-motivation, ownership, and accountability, with a proactive approach to problem-solving and continuous improvement.
• Excellent project management and interpersonal skills, with the ability to collaborate across teams and influence stakeholders.
• Creative thinker, able to generate and implement innovative solutions that add value.
• Demonstrated situational awareness, adaptability, and eagerness to learn in an Agile environment.
• Resilient under pressure, with a growth mindset and readiness for the future of work.
• Proficiency in both English and Chinese (written and spoken).