Head of Customer Experience, Planning and Governance
Hang Seng Bank Limited
Mongkok, 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.

Head of Customer Experience, Planning & Governance

Customer Value Management

We are currently seeking a high caliber professional to lead the Customer Experience Department (CAE) as the Head of Customer Experience, Planning & Governance .

Principal responsibilities

  • Lead the identification and classification of initiatives into a structured customer experience and service excellence framework
  • Design and build up the fundamentals as enablers to drive RBWM bank-wide customer-centric solutions development and enhancement
  • Focus on RBWM strategic focus product and solutions and act as the Voice of Customer’ to initiate innovative ideas and proposals based on market leader practices, helicopter view of the root cause of customer complaints to enhance customer satisfaction
  • Monitor service satisfaction of RBWM customer via on-going monitoring of RBWM complaints, conducting internal / external customer survey, benchmarking the activities of major market players and cross-referencing market best practice
  • Translate customer experience management strategy into effective programme or process enhancement to improve customer experience and service quality
  • Foster customer-centric spirit by facilitating best practice sharing, devising and implementing Service Excellence project and staff feedback programme
  • Observe and maintain the Bank’s and Group’s internal control systems and standards, including the timely implementation of internal and external audit points together with any issues raised by external regulators
  • Observe the established Bank’s and Group’s compliance policies and monitor their implementation
  • Manage operational risk, including its identification, assessment, mitigation and controls, loss identification and reporting by observing the relevant policies and guidelines issued by the Bank and Group
  • Act as deputy for Head of Customer Experience & Relations in daily management and case handling when required
  • Qualifications

  • University degree in a related discipline or relevant experience
  • Over ten years’ proven and progressive banking industry experience within complaint management / customer service function, including a minimum of 5 years proven team management experience or equivalent
  • High level of customer centricity mindset with dedication to deliver exceptional quality services for customers
  • Comprehensive understanding of banking, regulatory environment, industry trends and competitive market; established knowledge of the customer service concept and its impact on customer relationships
  • Highly developed strategic and analytical thinking, problem solving and influencing skills. Strong self-motivation with good communication, negotiation and interpersonal skills
  • Excellent relationship building and senior stakeholder management skills
  • Strong leadership skills coupled with a high and demanding benchmark
  • High degree of personal drive and resilience
  • Proficiency in both English and Chinese
  • Great sense of ownership and servicing mindset to ensure efficient and effective customer service processes
  • 申請
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