Head of Channel Experience and Optimization Leader
1 week ago
Hang Seng Bank is committed to excellence in customer service. We seek high-calibre professionals to join our team as a Channel Experience and Optimization Leader.
Key Responsibilities:- Lead teams and functions under Channel Experience & Optimization, creating a robust operational, financial, and people infrastructure that contributes to the delivery of the overall strategy and sales and services targets.
- Support strategy development, review, and planning in Customer Contact Centre to align with Group and local strategy to achieve sales, services, quality, customer experience, and people experience KPIs.
- Analyze and interpret complex data to make informed decisions based on data and policies.
- Drive transformation and people experience changes to deliver the strategy and meet the challenges.
- University Graduate in Business, Operations Management, or Finance, with over 8 years of relevant experience.
- Solid experience in managing consumer/retail banking channels and call centres, including strategy execution, products support, hotlines setup, phone banking projects, sales, and service management.
- Sound operations and people management knowledge of branches and call centres, preferably with experience in managing a team of 10+ staff.
- Strong background in channel management, call centre, and digital banking, covering various products including deposits, investment, insurance, cards, loans, and mortgages.
- Proficiency in both English and Chinese.
If you are interested in exploring other opportunities at Hang Seng Hong Kong, please visit our website for details.
When applying, please submit a full resume and attach your appraisal reports for the last two years. For internal applicants with less than twelve months in their current role, Manager's endorsement is required. Please obtain and enclose the endorsement in the application.
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