Assistant Manager
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.

Assistant Manager, Customer Contact Centre (Banking)

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 team as Assistant Manager, Customer Contact Centre (Banking) .

Principal responsibilities

  • Manage and lead a team to meetsales achievement in extensive ranges of banking products
  • Monitor the team’s sales performance and provide timely coaching, motivatestaff and ensure the sales quality comply with bank’s guidelines

    Forecast and manage sales capacity, optimize the team’s resourcesto meet business target

    Providestrategic views to Section Manager / Head of Sales on business development toensure the sales program runs smooth and contribute on sales growth

    Ensurethe accuracy of sales tracking record and prepare MI reports and ManagementDashboard

    Contributeto team development, effectiveness and success by sharing knowledge and goodpractice, working collaboratively with others to create a productive, diverseand supportive working environment

    Channelcustomer feedback to respective internal counterparts timely and properly, andsupport them to conduct health check in new workflow initiatives or systemenhancements

    Implement the Group’s / Bank’s compliance policy by managingcompliance risk, ensuring adequate compliance resources are in place andtraining is provided, fostering a compliance culture and optimizing relationswith regulator

    Participate in transformation projects and process improvement,conduct evaluation to assess the business impact and identify enhancementopportunities


  • University degree in related disciplines or other relevant professional qualifications
  • Passes in IIQE (Paper 1, 2, 3) & HKSI (Paper 1,7,8) is an advantage

    Minimum 3 years banking experience, with exposure to telemarketing activities and with at least 1 year at supervisory level

    Strong sales and customer orientation, with ability to work independently and under pressure

    Strong communication, interpersonal and presentation skill

    Proficiency in both English and Chinese, with proficiency in Putonghua an advantage

    High level of customer centricity mindset with dedication to deliver exceptional quality services for customers

    Candidate with less experience will be considered for the position of Senior Sales Officer (Banking) )

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