Head of Customer Proposition and Management

7 days ago


Hong Kong, Central and Western District, Hong Kong SAR China Hang Seng Bank Limited Full time
Job Title: Head of Customer Proposition and Management About the Role: Hang Seng Bank Limited is committed to service excellence and seeks a seasoned business leader to drive customer proposition strategies and customer journeys. The successful candidate will collaborate closely with product teams, distribution channels, and other functions to offer customer-centric solutions for enhanced customer experiences, meeting evolving customer needs in changing market dynamics. Key Responsibilities: * Develop and drive clearly differentiated value propositions for different segments, including young, mainlander, and GBA, high net worth, emerging affluent, and mass affluent customers * Manage the customer continuum to effectively build customer advocacy and sustainable relationships by addressing their needs at different life stages * Develop and drive propositions to capture growing connectivity needs and business growth in Hong Kong and the Mainland/Greater Bay Area * Design and manage an omni-channel customer contact strategy to enhance customer experience, communication efficiency, and effectiveness, and product cross-sell * Provide inputs to the development of a customer content management tool to facilitate customer communications and engagement * Provide customer insights on customer experience, behaviors, and needs to management for strategy development to answer evolving customer needs and trends Requirements: * Seasoned business leader with breadth of experience in wealth and personal banking, digital developments, and commercialization, with strong business focus in customer propositions and segmentation * Strong customer centricity to understand customer voice, develop customer insights informed by data analytics * Strong business acumen and agility to lead in changing market dynamics * Strategic focus with strong analytical and problem-solving skills * Strong influencing skills to engage and lead positively in an inspiring manner * A forward-looking leader with innovative thinking and demonstrated ability to lead change * Proficiency in both English and Chinese * University degree in a related discipline or other relevant qualifications * Minimum of 15 years' banking experience with relevant job scope * Great sense of ownership and servicing mind-set to ensure efficient and effective customer service delivery About Hang Seng Bank Limited: Hang Seng Bank Limited is a leading financial services organization in Hong Kong and Asia. We are committed to service excellence and seek to attract high-calibre talent by offering a dynamic working environment, good career development opportunities, and competitive compensation packages.

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