Senior Manager, Customer Proposition

4 days ago

Hong Kong, Hong Kong SAR China Hang Seng Bank Limited Full time
Job description
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.

Hang Seng's Card Product business offers a full spectrum of card products and services to customers.
We are currently seeking high caliber individual to join our department as Senior Manager, Customer Proposition
Principal responsibilities
  • Design and strengthen value propositions for Preferred Banking segments and build corresponding capabilities to support the proposition pillars through customer insights
  • Develop acquisition strategies from account acquisition (digital & offline account opening process), account activation, relationship deepening to anti-attrition, with the aim to grow customer base and deepen banking relationship
  • Drive the development of digital on-boarding and anti-attrition journey with the collaborations with key stakeholders
  • Collaborate with external partners to tailor different privileges, loyalty programs and events to induce customers' loyalty to the bank
  • Work closely with product teams and channels to develop holistic engagement strategies to induce customer portfolio profitability
  • Monitor program result and intake quality based on analytics and take respective actions to refine the strategy to achieve the assigned quality intake targets
  • Oversee the overall budget for the department and monitor the day-to-day accrual, payment and reconciliation work
  • Stay on top of compliance requirements in particular cross border related sales and marketing for the mainlander segment, competition law, and fair value principle and take timely actions to mitigate relevant risk posing to the bank, where applicable
Requirements
  • University degree or a relevant experience
  • Senior management professional with people managerial experience in the credit card business with broad business and social networks
  • Solid experience in card product man• University degree in Business Administration, Marketing OR other relevant qualifications
  • Minimum of 8 years' retail banking experience and familiar with customer or product acquisition
  • A seasoned executive with leadership, excellent communication and influencing capability, and the ability to drive a diverse group including internal and external partners
  • Possesses high sensitivity to the changing market dynamics in particular the high net worth and the mainlander segments in association with related compliance requirements
  • Be able to deliver new or refined compelling propositions quickly for new revenue stream
  • Good interpersonal & problem solving skills and with great sense of ownership to drive new projects from ideation to implementation
  • Proficiency in both English and Chinese
  • Great sense of ownership and servicing mind-set to ensure efficient and effective customer service delivery agreement.
  • Excellent leadership, communication, presentation, and interpersonal skills
  • Proactive, creative, customer focused, positive team player and independent
  • Great sense of ownership and servicing mindset to ensure efficient and effective customer service processes
If you would like to explore other opportunities at Hang Seng Hong Kong, please visit www.hangseng.com/careers/ for details.

The health and safety of our employees and candidates is very important to us. Due to the current situation related to the Novel Coronavirus (2019-nCoV), we're leveraging our digital capabilities to ensure we can continue to recruit top talent at the HSBC Group. As your application progresses, you may be asked to use one of our digital tools to help you through your recruitment journey. If so, one of our Resourcing colleagues will explain how our video-interviewing technology will be used throughout the recruitment process and will be on hand to answer any questions you might have.

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