Process management and Optimization 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.

Customer Contact Centre
Band 5

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 Process management and Optimization Manager, reporting to Head of Strategic Operations Management

Principal responsibilities

• Formulate effective strategies / business plan to achieve the desired business goals of the department
• Lead and drive new initiatives / projects including process streamlining, system enhancement and service migration to improve operational efficiencies and cope with business needs
• Conduct quantitative and qualitative analysis on service and sales performance to provide business insight to management
• Ensure all new initiatives align with bank values and strategies to deliver service excellence to internal and external customers while comply with the internal control standards, group compliance policy and external regulatory requirements

Requirements

• University degree in Business Administration, Finance or related disciplines
• Proven experience in banking industry, with knowledge in call centre operations and project management preferred   
• Strong analytical, presentation and interpersonal skills
• Good knowledge of computer applications including MS Excel and PowerPoint
• Great sense of leadership, ownership and servicing mindset
• Excellent command of written and spoken English, Cantonese and Mandarin