Senior Digital Platform Manager – Secure Access
4 weeks ago
A Career with Hang Seng Bank
Hang Seng Bank is committed to delivering exceptional service and excellence. Our people are our most valuable asset, and we strive to continually enhance our performance for customers and provide best-in-class products and services.
Digital Banking
Hang Seng Bank's mobile app and digital capabilities have been recognized with prestigious awards, including the 'Best Mobile Banking Service Award' in The Asian Banker Hong Kong Awards 2022 and 'Outstanding Digital Banking Service' in the Capital Outstanding eCommerce Awards 2021/22. We continue to innovate and provide trusted banking, investment, and wealth management services, catering to individual financial needs anytime, anywhere.
We are seeking high-caliber professionals to join our Digital Banking Team, driving the transformation of our digitalized financial services ecosystem. Together, we will champion innovative, seamless, convenient, best-in-class, and hyper-personalized experiences, as well as customer-centric journeys, for over half of the Hong Kong adult population.
Key Responsibilities
- Enhance the capabilities of our digital platform, developing best-in-class, simple, easy-to-use, customer-focused digital experiences, formulating recommendations, and coordinating digital platform development and maintenance to drive business outcomes of digital penetration, activeness, and engagement.
- Shape and execute digital platform initiatives and roadmaps, including enhancing customer authentication capabilities, uplifting security and fraud prevention control, improving and enhancing digital onboarding journeys and payment journeys for better customer protection, engagement, and loyalty.
- Oversee customer insights of core experiences on mobile and desktop authentication and safety journeys from Net Promoter Score (NPS), app store feedback, and direct customer or frontline feedback.
- Collaborate with various teams, including global teams, business stakeholders, risk stewards, UX/UI design, IT, transformation, and frontline teams, to ensure a coherent overall experience for customers, including secure, easy access, and navigation to digital journeys.
- Stay abreast of market and regulatory changes, timely execute enhancements, facilitate commercializing new features to address regulations, review communication materials to ensure consistency and accuracy, and other risk-based diligence.
- Plan business and IT budgets to drive digital platform development and achieve business outcomes.
- Oversee business performance after project launches.
- Requirements
- University degree, relevant qualifications in Finance, Technology, e-Commerce, etc., preferred.
- Minimum 8 years of digital platform management, digital payment and wallet, or project management experience in the banking or financial sector, preferably with exposure to identity validation and customer authentication.
- Blend of business and technical savviness, ability to drive strategy into action.
- Customer-oriented with strong analytical and problem-solving skills, attention to detail, and ability to comprehend complicated business dynamics.
- Open-minded and self-motivated with good communication, interpersonal, problem-solving skills, and strong sense of responsibility.
- Great sense of ownership and servicing mindset to ensure efficient and effective customer service processes.
- Strong business acumen and analytical ability, demonstrates flexibility when addressing shifting or competing priorities.
- Ability to work under pressure and manage deadlines or unexpected changes in expectations or requirements.
- Good command in both written and spoken Chinese and English, knowledge of Mandarin is a plus.
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