Senior Frontline Operation Support Manager

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 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 Head of Frontline Operations Support, reporting to Head of Customer Services Banking

Principal Responsibilities

• Drive and implement contact centre revenue generation initiatives. Make decision to prioritise business initiatives with right balance of business impact and Frontline team capacity.
• Carry out frontline process review, identify process improvement/ streamlining opportunities, derive improvement action plan, and monitor process improvement progress.
• To participate in implementing transformational contact centre technologies to help drive modernization of Call Centre and customer experience, leveraging channel shift and self-serve.
• Engage proactively with stakeholders of business and supporting teams, build effective partnership to drive business initiatives.
• Identify areas of improvement on contact centre operations to ensure effective process and quality deliverables.
• Manage and grow team members through effective coaching, skill uplift and career development.

Requirements

• University degree in Business Administration or other relevant qualifications
• Proven experience in banking experience, preferably with good knowledge of project management and contact centre operations.
• Strong self-motivation, with good analytical, communication, presentation skills, interpersonal and negotiation skills
• Proficiency in both English and Chinese
• Good knowledge of MS Office (Word, Excel, PowerPoint)