Strategic Customer Propositions Director

1 month ago

Hong Kong, Central and Western District, Hong Kong SAR China Hang Seng Bank Limited Full time
Job Title: Senior Manager, Affluent Proposition

Are you looking for a challenging role in customer value proposition management?

At Hang Seng Bank Limited, we are seeking a seasoned executive to lead our affluent banking propositions team. As a key member of our leadership team, you will be responsible for designing and strengthening value propositions for designated strategic segments, including high net worth and emerging affluent customers. Your primary goal will be to build corresponding capabilities to support the proposition pillars through customer insights.

Main Responsibilities:
  • Design and strengthen value propositions for designated strategic segments, including high net worth and emerging affluent customers.
  • Develop customer life cycle management strategies from account acquisition to relationship deepening, with the aim to grow customer base and deepen banking relationships.
  • Drive the development of digital onboarding and anti-attrition journeys with key stakeholders.
  • Collaborate with external partners to tailor different privileges, loyalty programs, and events to induce customer loyalty to the bank.
  • Work closely with product teams and channels to develop holistic engagement strategies to induce customer portfolio profitability.
  • Monitor program results and intake quality based on analytics and take respective actions to refine the strategy to achieve assigned quality intake targets.
  • Oversee the overall budget for the department and monitor day-to-day accrual, payment, and reconciliation work.
  • Stay on top of compliance requirements, including cross-border sales and marketing, competition law, and fair value principles, and take timely actions to mitigate relevant risks to the bank.

Requirements:
  • University degree in Business Administration, Marketing, or other relevant qualifications.
  • Minimum of 8 years' retail banking experience and familiarity with customer or product acquisition.
  • 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 changing market dynamics, particularly in the high net worth and mainlander segments, in association with related compliance requirements.
  • Ability to deliver new or refined compelling propositions quickly for new revenue streams.
  • Good interpersonal and problem-solving skills, with a great sense of ownership to drive new projects from ideation to implementation.
  • Proficiency in both English and Chinese.
  • Great sense of ownership and servicing mindset to ensure efficient and effective customer service delivery.

About Us:
Hang Seng Bank Limited is committed to service excellence and seeks to attract high-calibre talent by offering a dynamic working environment, good career development opportunities, and competitive compensation packages. Visit our 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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