Head of Channel Experience and Optimization Leader

3 weeks ago


Hong Kong, Central and Western District, Hong Kong SAR China HSBC Full time
About Hang Seng Bank

Hang Seng Bank is committed to delivering exceptional service excellence. Our people are our greatest asset, and we strive to create a dynamic working environment that fosters growth and development. We offer competitive compensation packages and a range of benefits to attract and retain top talent.

Job Summary

We are seeking a high-calibre professional to join our team as Head of Channel Experience and Optimization. The successful candidate will be responsible for managing teams and functions under Channel Experience & Optimization, creating an environment that supports the delivery of our overall strategy and sales and services targets.

Key Responsibilities
  • Develop and implement strategies to enhance customer experience and optimize channel performance
  • Lead cross-functional teams to achieve sales, services, quality, customer experience, and people experience KPIs
  • Analyse complex data to inform decision-making and drive business growth
  • Drive transformation and change management initiatives to deliver strategic objectives
Requirements
  • University Graduate in Business, Operations Management, or Finance with over 8 years relevant experience
  • Proven experience in managing consumer/retail banking channels and call centres, including strategy execution, product support, hotline setup, phone banking projects, sales, and service management
  • Strong operations and people management knowledge of branches and call centres, preferably with experience in managing a team of 10+ staff
  • Proficiency in both English and Chinese
What We Offer

We offer a dynamic working environment, good career development opportunities, and competitive compensation packages. If you are a motivated and experienced professional looking to take on a new challenge, please submit your application.



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