Channels Management - Customer Contact Centre

Hang Seng's Customer Contact Centre has been ranked one of the best phone banking service providers for consecutive years. Our team strives to provide professional services for a wide range of banking products to address customers' different services and financial needs.

We are currently seeking high caliber professionals to join our General Banking Section as Assistant Manager, Customer Contact Centre (Customer Service).

Principal responsibilities:

• Lead a team to deliver quality phone banking services and initiate business opportunities for potential personal customers
• Oversee GZC Phonebanking and Correspondence team to meet KPIs agreed in Service Level Agreement
• Achieve the committed phone performance pledges by strategic resources planning
• Ensure all activities are in compliance with the requirement of the Bank and regulatory authorities
• Manage and report suspicious fraud cases, major incidents and customer feedback to respective internal counterparts timely and properly

Requirements:

All information provided by applicants will be used only for recruitment purposes and will be used strictly in accordance with the Bank's personal data policies, a copy of which may be obtained by the applicant upon request. Unless otherwise instructed in writing by the applicant concerned, applicants may be considered for other suitable positions within the Bank and its related companies. The personal data of unsuccessful job applicants may be retained for a maximum of two years from the date when the job application is rejected and such data may be retained for a longer period if there is a subsisting reason that obliges the Bank to do so, after which the personal data will be destroyed.