Contact Centre Transformation Manager
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.

Contact Centre Transformation Manager

Operations, Services and Technology Contact Centre Transformation

Hang Seng’s Contact Centre Transformation under Operations, Services and Technology is a team of professionals dedicated to deliver change initiatives for the contact centre business within the Bank.

The Contact Centre Transformation programme involves various projects covering both Commercial Bank and Retail Bank. The transformation will include the upgrade of system infrastructure, simplification of processes, enhancement of customer and staff experience, and ultimately facilitate business growth.

We are currently seeking high caliber professional to join our department as Contact Centre Transformation Manager .

Principal responsibilities

  • Design best-in-class customer experience via the Contact Centre
  • Connect online and branch channels with Contact Centre giving customers an integral and seamless omni-channel experience
  • Design infrastructure and revamp processes to enhance Contact Centre efficiency
  • Improve Contact Centre performance with effective staff development strategy
  • Drive Contact Centre revenue growth
  • Establish effective project governance, lead changes to transform businesses, facilitate project initiation for cost / benefit analysis
  • Proactively manage all the potential risks and issues on projects and ensure all relevant control measures are undertaken to minimize the risk exposure of the Bank
  • Manage programme / project cost and schedule, monitor progress and report to stakeholders and senior management.
  • Keep abreast of best practices in banking industry when planning and delivering changes
  • Requirements

  • University graduate in related disciplines or other relevant qualifications
  • Minimum of 5 years’ relevant experience in contact centre management and transformation projects
  • Able to navigate through ambiguity and connecting the dots
  • Strong customer and people orientation, able to come up with solutions to improve staff and customer experience
  • Sound business acumen, able to make commercial judgment balancing the costs and benefits
  • Highly organised with attention to details
  • Strong communication and interpersonal skills
  • Able to work independently with strong self-initiative, able to spot or pre-empt issues, recommend business solutions and escalate as required
  • Proficiency in both spoken and written English and Chinese
  • Great sense of ownership and servicing mindset to ensure efficient and effective customer service processes
  • 申請
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