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 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.

Assistant Customer Experience Manager

Job level Middle
Work exp 5 Years To 15 Years or above
Education Bachelor Degree
Location Hong Kong
Employment type Full Time
Industry Banking
Job function Banking / Finance > Others
Published On 24/11/2016

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

To apply, please read carefully the ‘ Note on Collection of Personal Data and Information’ available in the careers page of our Hang Seng website : www.hangseng.com and send your resume via e-mail : recruit13@hangseng.com for our processing. You can also visit our website for further details about career opportunities with the Bank. Applicants who are not contacted within one month may consider their applications unsuccessful. 

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.