Cards and Loans Manager (Customer Contact Centre) - 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 

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 Cards and Loans Manager (Customer Contact Centre), reporting to Head of Customer Service and Sales (Cards and Loans)

Principal responsibilities

• Lead the team to identify and achieve the business targets, accelerate market penetration and deliver excellent services to customers
• Perform product and customer analytics, formulate and implement the business strategic plans on various products or campaigns
• Work collaboratively with sales frontline, support function units and key business stakeholders to uplift end-to-end service and sales qualities
• Monitor and review the business performance and operational effectiveness of various marketing channels and implement appropriate enhancement measures as appropriate
• Work with delivery team to provide project management and internal consultancy services on project /systems implementation, workflow design, and process re-engineering in various products or campaigns
• Actively monitor the project scope and proactively manage all the potential risks on projects and recommend mitigating measures if required
• Keep abreast of the changes in the latest regulatory requirements, internal guidelines and policies

Requirements

• University degree in a related discipline or other relevant qualifications
• Proven experience and with knowledge of banking products and call centre business
• Professional qualifications such as Enhanced Competency Framework (ECF) and/or Certified Banker (CB) under Hong Kong Institute of Bankers (HKIB) would be an advantage.
• Strong business acumen with strategic and analytical mind
• Strong attentiveness to details, with ability to work independently and under pressure
• Strong analytical and problem-solving mindset with logical and organized thinking
• Good command of Chinese and English