Head of Customer Service - Banking Section, Hang Seng Bank (Hong Kong) Limited
HSBC Group
Kowloon, 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-caliber talent by offering a dynamic working environment, good career development opportunities and competitive compensation packages.

Head of Customer Service Banking Section

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 us as Head of Customer Service Banking Section

Principal responsibilities

  • To lead, manage and motive the Call Centre Customer Service Department (Banking to deliver best in class service, meeting or exceeding all KPIs and within budget.
  • This critical team is accountable for providing seamless one-stop-shop service to customers and driving up sales opportunities through different contact channels with our customers.

  • To be responsible for end-to-end customer contact processes and the associated customer experience, supporting cross team initiatives to drive improvements, improve efficiency and reduce complaints as well as increase the NPS of Call Centre.
  • To participate in implementing transformational contact centre technologies to help drive modernization of Call Centre and customer experience, leveraging channel shift and self-serve.
  • To ensure compliance with all relevant internal guidelines and external regulatory requirements, including management of operational risk and adherence to the bank’s standard of ethical behavior.
  • Requirements

  • University Graduate in Business, Operations Management or Finance, with over 8 years’ relevant experience
  • Passes in the Insurance Intermediaries Qualifying Examinations (IIQE) Paper 1, 2 and 3 and Hong Kong Securities and Investment (HKSI) Paper 1, 7 and 8 a MUST
  • Solid Experience in managing consumer / retail banking channels and call centres, including strategy execution, products support, hotlines setup, phone banking projects, sales and service management
  • Sound operations and people management knowledge of branches and call centres, preferably with experience in managing a team of 50+ staff.
  • Strong background in call centre and digital banking, covering various products including deposits, investment and insurance
  • Proficiency in both English and Chinese.
  • The health and safety of our employees and candidates is very important to us. Due to the current situation related to the Novel Coronavirus (2019-nCoV), we’re leveraging our digital capabilities to ensure we can continue to recruit top talent at the HSBC Group.

    As your application progresses, you may be asked to use one of our digital tools to help you through your recruitment journey.

    If so, one of our Resourcing colleagues will explain how our video-interviewing technology will be used throughout the recruitment process and will be on hand to answer any questions you might have.


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