HSBC Group
Hong Kong, China


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, Customer Contact Centre (Customer Service), General Banking

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 high caliber professionals to join our General Banking Services Section as Manager, Customer Contact Centre (Customer Service), General Banking

Principal responsibilities

Lead a team to deliver quality phone banking services and drive the business activities according to business direction

Manage the resources to meet the ever changing 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


  • 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
  • Proficiency in both English and Chinese, with fluency in Putonghua is an advantage
  • 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
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