Hang Seng Bank

Manager, Customer Contact Centre (Customer Service)

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

Job Description

Manager, Customer Contact Centre (Customer Service)


Manager, Customer Contact Centre (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 IPS Account Services Section as Manager, Customer Contact Centre (Customer Service).

Principal responsibilities:
  • Lead the IPS team to deliver quality phone banking services
  • Collaborate with business partners to drive the business activities according to the business direction
  • Manage the resources to meet customer needs and demand, ensuring that the service KPIs and business targets to be achieved
  • Monitor and reengineer current operation processes to enhance the team operational efficiency and effectiveness, as well as to mitigate the operational risks
  • Enhance the team's capabilities and professionalism by identifying and implementing improvement initiatives
  • Derive and implement resources development /succession plan to ensure a stable and adequate resources pool for the operations
Requirements:
  • University degree in related discipline or other relevant qualifications preferred
  • Minimum 5 years of relevant experience, with exposure to call centre operations an advantage
  • Strong self-motivation, with good analytical, communication & presentation skills
  • Good knowledge of computer applications including MS Word, Excel and PowerPoint
  • Great sense of ownership and servicing mindset to ensure efficient and effective customer service processes
  • High level of customer centricity mindset with dedication to deliver exceptional quality services for customers
e-mail: recruit13@hangseng.com
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Technical Skills

  • Customer Service
  • Microsoft Excel
  • Microsoft Powerpoint
  • Microsoft Word