Senior Manager, Contact Centre Management

1 month ago

Hong Kong, Hong Kong SAR China Hang Seng Bank Limited Full time
Job description
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.
Commercial Banking
Hang Seng's Commercial Banking (CMB) business provides customized one-stop financial solutions to our corporate customers, from prime small and medium-sized businesses to publicly listed companies.

For customers conducting business locally or around the world, we offer a comprehensive range of services including corporate lending, trade and receivables finance, structured loan, cash management, investment, treasury services, insurance and e-Banking services. As a reliable financial partner, we attend to the specific business needs of our customers and provide efficient tailor-made banking solutions through our relationship managers and dedicated specialists.
We are currently seeking a high caliber professional to join our department as Senior Manager, Contact Centre Management
Principal responsibilities
  • Lead and continually improve all aspect of the Commercial Banking Contact Centre to achieve business objectives.
  • In charge of designing contact centre transformation strategy and initiatives that encompass innovations in people, process, technology and customer experience
  • Provide oversight on customer journey orchestration across channels and touch points to give customers an integral and seamless omni-channel experience
  • Nurture a collaborative, agile and supportive team culture through constant data driven feedback and constructive discussions
  • Create compelling and engaging contact centre experience
  • Drive and deliver changes in operational and revenue performance of Contact Centre through initiatives which are fully aligned to business strategy
  • Manage programme/ project cost and schedule, monitor progress and report to stakeholders and senior management
  • Manage potential risks and issues on projects and ensure relevant control measures are undertaken to minimize the Bank's risk exposure
  • Monitor the latest market trend and industrial landscape to discover opportunities to improve customer experience and reduce operating cost
  • As a team leader, provide coaching and take lead in people development
Requirements
  • University graduate in related disciplines or other relevant qualifications
  • Minimum of 8 years' relevant experience in omni-channel and transformation projects
  • Knowledge on Commercial Banking would be an advantage
  • Demonstrate knowledge of industry trends and standards
  • Strong understanding of agile, scrum and design thinking is preferred
  • Sound business acumen, able to make commercial judgment balancing the costs and benefits
  • Strong communication and interpersonal skills
  • Able to work independently with strong self-initiative, able to spot or pre-empt issues, recommend business solutions and escalate as required
  • Proficiency in both spoken and written English and Chinese
  • Great sense of ownership and servicing mindset to ensure efficient and effective customer service processes ( Candidates with less experience will be considered for junior role.)
Visit Hang Seng Career Page and sign up with our Talent Community to receive the latest information about our career opportunities in Hang Seng Hong Kong.
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