Manager, Rewards and Loyalty - Hang Seng Bank (HK)

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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.

Manager, Rewards & Loyalty Management - Unsecured Lending and Payment

Principal Responsibilities

• Proposition innovation & development - Identify customer needs and pain points, and competitor gaps; design improved rewards journeys and new features (including digital-first and personalised experiences) to strengthen rewards capability and optimise and expand redemption channels.
• Programme delivery & governance - Provide day-to-day ownership and coordination of loyalty initiatives across cross-functional teams and external parties, ensuring delivery of campaigns and offers with clear scope, timelines, dependencies, and governance. Proactively remove blockers to maintain delivery momentum and ensure timely launch of planned enhancements.
• Performance management & optimization - Own the rewards KPI framework and ongoing performance analysis; translate insights into prioritised actions to improve ROI, customer experience, and programme sustainability.
• Commercialisation & adoption acceleration - Partner with internal stakeholders to launch and scale new rewards features by defining positioning, customer communications, frontline readiness, and measurement plans. Drive adoption and habitual card usage through clear customer value articulation and disciplined execution.
• Business case development & stakeholder management - Prepare business cases for rewards initiatives and present recommendations clearly to stakeholders; secure approvals and drive decisions to closure.
• Execution excellence, operational readiness & controls - Ensure operational readiness across processes, servicing, training, FAQs, reconciliation/exception handling, and issue management. Take timely remedial actions when issues arise to protect customer experience and programme integrity.
• Regulatory, policy and conduct compliance - Ensure rewards mechanics, communications, and fulfilment processes comply with applicable regulations and Bank policies/standards. Maintain high integrity and strong governance, ensuring fair customer outcomes and appropriate risk management.

Requirements

• Minimum 5 years’ relevant experience, preferably in the credit card industry.
• Strong knowledge of rewards and loyalty mechanics and economics.
• Proven track record delivering cross-functional initiatives end-to-end, managing dependencies and resolving blockers.
• Strong analytical capability: able to define KPI frameworks, interpret performance data, and convert insights into actions that improve ROI and customer outcomes.
• Experience building business cases and navigating governance/approvals with clear financials and implementation plans.
• Go-to-market execution capability: positioning, communications, frontline readiness, and measurement.
• Working knowledge of regulatory expectations and internal governance in financial services; strong attention to operational controls and conduct risk.
• Strong stakeholder management and influencing skills across internal stakeholders with strong ownership mindset, delivery focus, and ability to work at pace across multiple initiatives with high attention to detail.
• Clear communicator with the ability to simplify complex topics and drive decisions.