Hang Seng Bank

Assistant Customer Experience Manager

Hang Seng Bank
Full Time
Intermediate (3-6 years)
Bachelor
English, Cantonese

Job Description

Assistant Customer Experience Manager


Assistant Customer Experience Manager

Customer Value Management

We are currently seeking a high caliber professional to join our department as Assistant Customer Experience Manager.

Principal responsibilities:
  • Support the deployment of the holistic RBWM strategy that can drive customer recommendations and long term business growth in a sustainable manner
  • Assist in designing and driving strategic initiatives / activities across products, channels and customer segments to ensure good quality customer experience
  • Coordinate with related departments / business units to support Customer Experience projects and initiatives as well as customer engagement and service improvement programmes
  • Assist in conducting root cause analysis on voices of customer, driving improvement plans, monitoring satisfaction KPIs and understanding the market trends to facilitate the design of customer satisfaction management strategy
  • Ensure all relevant control measures are enforced to minimize the risk exposure of the Bank
  • Support various projects in an ad-hoc basis
Requirements:
  • University degree in Business Administration, Services / Hospitality / Operations Management OR other relevant qualifications
  • Minimum five years' retail banking experience with sound knowledge on process mapping and streamlining, service standard enhancement and product design
  • Sophisticated in service quality management, customer experience and satisfaction management a definite advantage
  • Customer-oriented with excellent service mindset and business acumen
  • Strong self-motivation with good leadership, communication, project management and interpersonal skills
  • Proficiency in both English and Chinese
  • Great sense of ownership and servicing mindset to ensure efficient and effective customer service processes
e-mail: [email redacted, apply via Jobable]
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Technical Skills

  • Customer Service
  • Product Design
  • Project Management
  • Root Cause Analysis