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 a high caliber professional to join our department as Assistant Risk Management and Global Standards Implementation Manager.

Principal responsibilities

• Implement Global Standards and risk management initiatives to mitigate the operational risks
• Carry out process review to identify process improvement opportunities and monitor improvement progress so as to improve operational efficiency and eliminate process risks
• Perform review and analysis on service quality, and assist in implementing initiatives for continuous improvement
• Keep abreast of the latest compliance requirements of the Group, Bank and regulatory authorities, initiate necessary procedural and system changes, as well as update the guidelines and procedure manuals as appropriate
• Assist in project works related to process streamlining, staff engagement, workforce management, system testing & implementation, training admin and co-ordination, etc.

 Requirements

• University degree in related discipline or other relevant qualifications preferred
• Minimum 2 years relevant experience in banking industry, with exposure to Risk and Control experience or call centre operations an advantage
• Strong self-motivation, with good analytical, communication & presentation skills
• Good knowledge of computer applications including MS Excel and PowerPoint
• Proficiency in both English and Chinese, with fluency in Putonghua an advantage
• Great sense of ownership and servicing mindset to ensure efficient and effective customer service processes

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.