Manager Analytics Transformation & Customer Relationship Management
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 Analytics Transformation & Customer Relationship Management (Business Implementation and Governance)

Customer Value Management

We are currently seeking high caliber professionals to join our department as Manager Analytics Transformation & Customer Relationship Management (Business Implementation and Governance)

Principal Responsibilities

  • Collabate with business users and channel teams to develop business cases on providing the next best action to customers via omni-
  • channel customer decisioning and deployment capability. Montior the business case result with regular review.

  • Develop integrated contact decisioning strategy and Business Target Operating Model (across business, channels, and Marketing), and offers management across multi-customer touch points.
  • Collaborate with business stakeholders to implement the Target Operating Model, entailing new, co-existing process and migration plan.
  • Design and conduct regular performance review to monitor Target Operating Model effectivenes and identify improvement opportunities.
  • Be the control owner in designing and implementing all measures e.g. suppression, recency and frequency of contacts, identification of conflicting rules.
  • Requirements

  • University degree in Business Administration, Computer Science, Mathematics, Statistics or other related discipline.
  • Has minimum 8 years work experience, including 5 years solid hands-on exposure in customer value management and analytics in the context of the customer life cycle management across multiple distribution channels.
  • Exposure and experience with customer lifecycle marketing, particularly product retailing to the mass market and affluent segments via digital and direct distribution channels.
  • Effective stakeholder management and interpersonal skills to ensure business needs are met.
  • Ability to drive change through well-developed influencing and negotiation skills.
  • Great sense of ownership and servicing mindset to ensure efficient and effective processes in meeting stakeholders’ requirements.
  • Ability to communicate with impact, with the capacity to ensure complex information is articulated in a meaningful way to a wide and varied audience.
  • Good leadership, organizational, problem solving, presentation and interpersonal skills.
  • Strong track record of managing multi-functional projects and a team of diverse background.
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