Hang Seng Bank

Assistant Customer Contact Centre Manager (Customer Service)

Hang Seng Bank
Full Time
Central
Non-specified
Intermediate (3-6 years)
Bachelor
English, Cantonese, Mandarin (Putonghua)

Job Description

Assistant Customer Contact Centre Manager (Customer Service)


Assistant Customer Contact Centre Manager (Customer Service)

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 a high caliber professional to join our General Banking Section as Assistant Customer Contact Centre Manager (Customer Service).

Principal responsibilities:
  • Lead the Sky RM team to deliver customer hotline services, wealth management and sales propositions to selected PSE/ High-Potential PRF customers
  • Manage and rearrange outbound call leads, event triggers and sales related matters
  • Provide technical support and coaching to Sky RMs for handling of complex/ specialty services
  • Monitor service and sales quality of the Sky RM through call monitoring, performance KPIs and coaching
  • Drive business performance, ensuring business targets (both service & sales) to be achieved
  • Derive MI reports and provide analysis for business review and service /operations improvement
  • Perform overall Sky ops admin (e.g. ISP system maintenance, staff admin and daily ops matters)
  • Handle CDD/KYC/Global Standards and risk management to ensure compliance of regulatory requirements
  • Responsible for complaint management and perform regular review of work practices and policies to ensure ongoing audit and risk standards are met
Requirements:
  • University degree in a related discipline or other relevant qualifications
  • Passes in the Insurance Intermediaries Qualifying Examinations and Hong Kong Securities Institute Licensing Examinations
  • 3 to 5 years of banking experience with supervisory experience is preferred
  • Good knowledge of retail banking products
  • Experience in staff coaching and driving business performance
  • Knowledge in CDD and risk management is an advantage
  • Solid experience in project management is an advantage
  • Good service orientation, communication and problem solving skills
  • Proficiency in Cantonese, English and Mandarin
  • High level of customer centricity mindset with dedication to deliver exceptional quality services for customers
e-mail: recruit08@hangseng.com
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Technical Skills

  • Audit
  • Compliance
  • Customer Service
  • Know Your Customer (KYC)
  • Project Management
  • Risk Management
  • Sales
  • Technical Support
  • Wealth Management