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 team as Senior Business Planning and Management Manager.

Principal responsibilities

• Lead teams in analyzing and interpreting complex data of Customer Contact Centre (CCC) and making informed decisions based on data and policies
• Drive the execution of Omni Channel Strategy and development of Digital Call Centre
• Manage the business planning function of CCC covering sales and service of various retail banking products including banking, cards, loans, mortgages, investment and insurance
• Support Head of CCC to manage the cost effectiveness of CCC operations, and achieve key revenue targets
• Lead and manage people managing staff performance, development and attrition
• Support the transformation and people experience changes to deliver the strategy and meet the challenges
• Adhere to and fully accountable for relevant procedures and policies
• Promotes an environment that supports diversity and reflects the HSBC brand
• Stays abreast of changing economic or market conditions, legal and regulatory requirements, operating procedures and practices, management restructuring and the impact of new technology

Requirements

• University Graduate in Business, Operations Management or Finance, with over 8 years relevant experience in business analytics in contact centre
• Sound operations and people management knowledge of contact centres, preferably with experience in managing a team of 10+ staff
• Strong background in channel management, contact centre and digital banking, covering various products including deposits, investment, insurance, cards, loans and mortgages 
• Relevant experience in driving contact centre transformation particularly digitalization of the manual or semi-manual process
• Strong I.T Skills including data reporting and analysing data with proven track record on using data analytics to achieve business targets in terms of profitability or efficiency
• Good communication, interpersonal and presentation skills
• Proficiency in both English and Chinese

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.

A Career with Hang Seng Bank

Hang Seng is committed to service excellence. Our people are our most important asset and play a vital role in our efforts to continually enhance our performance for customers and provide best-in-class products and services. We seek to attract high-calibre talent by offering a dynamic working environment, good career development opportunities and competitive compensation packages.