Strategic Customer Propositions Director

1 month ago

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

Hang Seng Bank Limited is committed to service excellence, and our people are our most important asset. We continually enhance our performance for customers by providing best-in-class products and services.

Our Vision

We seek to attract high-calibre talent by offering a dynamic working environment, good career development opportunities, and competitive compensation packages.

About the Role

Customer Proposition and Management is committed to designing differentiating value propositions for strategic customer segments. We synergise advanced digital capabilities and servicing channels to deliver quality client experiences.

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.
  • Manage our customer continuum to effectively build customer advocacy and sustainable relationships by addressing their needs at different life stages.
  • Develop and drive our 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, behaviours, and needs to management for strategy development to answer evolving customer needs and trends.
Requirements:
  • A seasoned business leader with breadth of experience in wealth and personal banking, digital developments, and commercialisation, 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.

The estimated salary for this role is around HKD600,000 - HKD800,000 per annum, depending on experience and qualifications. If you would like to explore other opportunities at Hang Seng Hong Kong, please visit www.hangseng.com/careers/ for details.

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