Manager
HSBC Group
Hong Kong, China
4天前

Description

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 Analytics Transformation & Customer Relationship Management (Lead Architect)

Customer Value Management

We are currently seeking high caliber professionals to join our department as Manager Analytics Transformation & Customer Relationship Management (Lead Architect).

Principal Responsibilities

  • Develop and implement insight-led omni-channel customer decisioning and deployment capability to enable effective cutomer communication.
  • Design and develop lead / message architecture to enable lead priorization, designated channel related contact management framework, and multi-
  • channel & mutli-step customer contact journey.

  • Translate and configurate business requirements for the design and delivery of customer communication to maximize business benefits.
  • Support the design and delivery of reporting applications for lead performance monitoring and identification of impovement opportunities.
  • Contribute to team development, effectiveness and success by sharing knowledge and good practice, working collaboratively with others to create a productive, diverse and supportive working environment.
  • Requirements

  • University degree in Business Administration, Computer Science, Mathematics, Statistics or other related discipline
  • Minimum 8 years' working experience in CRM related areas and / or analytics
  • With solid experience of event triggers, campaign process management, application of CRM solutions in the context of the customer life cycle management across multiple distribution channels
  • Experience in real-time lead decisioning / large-scale CRM solution implementation is preferred
  • Good technical know-how like SAS and business acumen
  • Self-Motivated, positive, passionate and willingness of continue learning
  • Effective communication, interpersonal, problem solving, presentation, and project management skills
  • Great sense of ownership and servicing mindset to ensure efficient and effective customer service processes
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