Head of Customer Service, Banking Section

8-10 years
16 days ago
Job Description

We are currently seeking high caliber professionals to join us as Head of Customer Service, Banking Section.

Principal responsibilities

  • To lead, manage and motive the Call Centre Customer Service Department (Banking to deliver best in class service, meeting or exceeding all KPIs and within budget. This critical team is accountable for providing seamless one-stop-shop service to customers and driving up sales opportunities through different contact channels with our customers.
  • To be responsible for end-to-end customer contact processes and the associated customer experience, supporting cross team initiatives to drive improvements, improve efficiency and reduce complaints as well as increase the NPS of Call Centre.
  • To participate in implementing transformational contact centre technologies to help drive modernization of Call Centre and customer experience, leveraging channel shift and self-serve.
  • To ensure compliance with all relevant internal guidelines and external regulatory requirements, including management of operational risk and adherence to the bank's standard of ethical behavior.


University Graduate in Business, Operations Management or Finance, with over 8 years relevant experience Passes in the Insurance Intermediaries Qualifying Examinations (IIQE) Paper 1, 2 and 3 and Hong Kong Securities and Investment (HKSI) Paper 1, 7 and 8 a MUST 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 50+ staff. Strong background in call centre and digital banking, covering various products including deposits, investment and insurance Proficiency in both English and Chinese.

Job Source: mycareer.hsbc.com

Hang Seng Bank Limited (Chinese: &#24658&#x3B;&#29983&#x3B;&#37504&#x3B;&#34892&#x3B;&#26377&#x3B;&#38480&#x3B;&#20844&#x3B;&#21496&#x3B;) is a Hong Kong-based banking and financial services company with headquarters in Central, Hong Kong. It is one of Hong Kong's leading public companies in terms of market capitalisation and is part of the HSBC Group, which holds a majority equity interest in the bank.
Hang Seng Bank is a commercial bank whose major business activities include retail banking, wealth management, commercial banking, treasury services, and private banking.[2] Hang Seng Bank operates a network of around 260 service outlets in Hong Kong. It also has a wholly owned subsidiary in mainland China, Hang Seng Bank (China) Limited which has a network of 46 branches and sub branches.

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