Senior Customer Service Manager (Card and Loans Section) - 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 Senior Customer Service Manager (Card and Loans Section), reporting to Head of Customer contact Centre

Principal responsibilities

• To lead, manage and motivate the Call Centre Customer Service Department (Card and Loans) to deliver best-in-class service, meeting or exceeding all KPIs and within budget. This critical team is accountable for providing seamless one-stop-shop service to customers and driving up sales opportunities through different contact channels with our customers.
• To be responsible for end-to-end customer contact processes and the associated customer experience, supporting cross team initiatives to drive improvements, improve efficiency and reduce complaints as well as increase the NPS of Call Centre.
• To participate in implementing transformational contact centre technologies to help drive modernization of Call Centre and customer experience, leveraging channel shift and self-serve.
• To ensure compliance with all relevant internal guidelines and external regulatory requirements, including management of operational risk and adherence to the bank’s standard of ethical behavior.

Requirements

• University graduate in business, operations management or finance
• Proven experience in managing consumer/retail banking channels and call centres, including strategy execution, products support, hotlines setup, phone banking projects, sales and service management
• Sound operations and people management knowledge of branches and call centres, preferably with experience in managing a team of 50+ staff.
• Strong background in call centres and digital banking, covering various products including Insurance, cards, loans and mortgages.
• Proficiency in both English and Chinese.