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Head of Channel Experience and Optimization

6 months ago


Hong Kong, Hong Kong SAR China HSBC Full time
A Career with Hang Seng Bank

Hang Seng is committed to service excellence. Our people are our most important asset and play a vital role in our efforts to continually enhance our performance for customers and provide best-in-class products and services. We seek to attract high-calibre talent by offering a dynamic working environment, good career development opportunities and competitive compensation packages.

Customer Contact Centre

Hang Seng Customer Contact Centre has continually innovated to provide best-in-class, customer-centric, and professional all-round banking services through phone banking and digital banking to our valued customers.


We are currently seeking high caliber professionals to join us as Head of Channel Experience and Optimization

Principal responsibilities

Manage teams and functions under Channel Experience & Optimization at both onshore and offshore, creating an environment with a robust operational, financial and people infrastructure that contribute to the delivery of the overall strategy and sales and services targets Support strategy development, review and planning in Customer Contact Centre to align with Group and local strategy to achieve sales, services, quality, customer experience and people experience KPIs Analyze and interpret complex data and make informed decisions based on data and policies Drive transformation and people experience changes to deliver the strategy and meet the challenges Requirements University Graduate in Business, Operations Management or Finance, with over 8 years relevant experience Solid 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 10+ staff Strong background in channel management, call centre and digital banking, covering various products including deposits, investment, insurance, cards, loans and mortgages Proficiency in both English and Chinese

If you would like to explore other opportunities at Hang Seng Hong Kong, please visit for details.

When applying, please submit a full resume and attach your appraisal reports for the last two years. For internal applicants with less than twelve months in their current role, Manager’s endorsement is required. Please obtain and enclose the endorsement in the application.

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