Senior Rewards and Usage 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.

Principle Responsibilities:

• Lead the cards portfolio growth agenda focused on spend stimulation and receivables growth, with particular emphasis on revolving balance growth to support portfolio profitability (GII).
• Design and deliver customer-centric programmes to increase spending, utilisation and revolving penetration (e.g., mass spend campaigns, targeted offers, bill payments activation, merchant/category initiatives and lifecycle-triggered campaigns).
• Drive customer lifecycle strategies from early engagement and activation through activeness, utilisation optimisation, Credit Limit Increase (CLI) journeys and retention/anti-attrition.
• Use customer behaviour and portfolio performance insights to define segmented treatments (e.g., new-to-bank vs existing-to-bank; transactors vs revolvers; high potential vs at-risk) and prioritise initiatives based on ROI and feasibility.
• Work closely with data teams to build/enhance dashboards and track programme effectiveness and key KPIs (e.g., spend, receivables, revolve rate, utilisation, activation, attrition, campaign uplift and ROI), translating insight into action.
• Collaborate closely with Risk Stewards, Compliance and other governance partners to refine credit and lifecycle policies (e.g., CLI eligibility, utilisation thresholds, behavioural triggers) to deliver growth within risk appetite and fair customer outcomes.
• Coordinate delivery across Product, Marketing, Digital, Operations, Finance, Contact Centre and frontline teams to ensure initiatives launch smoothly, are well-controlled, and benefits are realised.
• Build clear business cases and secure approvals with robust financials, assumptions, implementation plans, risk considerations and measurement approaches.
• Ensure all customer communications and portfolio actions meet regulatory requirements and internal policy standards with appropriate governance and controls.

Requirements:

• University degree
• Extensive experience in credit cards portfolio management, customer lifecycle management.
• Proven ability to drive spend and receivables outcomes through data-led programmes, with disciplined measurement of uplift, ROI and ongoing optimisation.
• Solid understanding on key commercial drivers and revenue model of cards portfolios (spend, receivables, revolve rate, utilization…etc).
• Strong stakeholder management and influencing skills, with experience working effectively across risk stewards and supporting teams to deliver at pace.
• Confident communicator with excellent presentation skills
• High ownership mindset with the ability to manage multiple initiatives in parallel, resolve issues quickly and independently