Manager, Sales Quality Implementation and Reinforcement - Hang Seng Bank (HK)
HSBC Group
Kowloon, Hong Kong


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.

Manager, Sales Quality Implementation and Reinforcement

WPB Chief Operating Office - WPB Business Internal Control, WPB Chief Controls Office

We are currently seeking a high caliber professional to join our department as Manager, Sales Quality Implementation and Reinforcement .

Principal responsibilities

  • Lead the sales quality assurance team to implement various sales compliance monitoring programs, including Customer Call-Backs (CCB) and Mystery Shopping Programs (MSP) to understand the sales quality and review relevant transaction records as a timely detection on any sales quality issues
  • Conduct coaching and training session for team members to enhance their capabilities / professionalism continuously
  • Review and ensure the quality of the successful MSP visits / CCBs
  • Investigate the potential mis-selling cases escalated by MSP / CCB handlers and prepare details for further review by relevant panel
  • Review the monitoring results and prepare MI to suitable review / governance forum for further investigation or oversight purpose
  • Lead and implement change initiatives related to monitoring process and technologies
  • Collaborate with BUs and 2LoD to develop effective control & monitoring measures for risk detection
  • Requirements

  • Degree in a related discipline OR other relevant qualifications
  • Minimum 5 years' banking experience, preferably with exposure to retail banking business and knowledge of related regulatory requirements and internal guidelines
  • Strong attentiveness to details, with compliance and control orientation
  • Good communication and interpersonal skills, with sound knowledge of application software such as MS Excel and Access an advantage
  • Ability to communicate effectively, embrace change and overcome challenges
  • Strong desire to learn and able to work in Agile environment
  • Proficiency in both English and Chinese
  • Great sense of ownership and servicing mindset to ensure efficient and effective customer service processes
  • The health and safety of our employees and candidates is very important to us. Due to the current situation related to the Novel Coronavirus (2019-nCoV), we’re leveraging our digital capabilities to ensure we can continue to recruit top talent at the HSBC Group.

    As your application progresses, you may be asked to use one of our digital tools to help you through your recruitment journey.

    If so, one of our Resourcing colleagues will explain how our video-interviewing technology will be used throughout the recruitment process and will be on hand to answer any questions you might have.


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