Senior Customer Service Manager (Card and Loans Section) - Hang Seng Bank (HK)
发布于 大约 15 小时前中层管理(经理/总监)
AI 估算 · 40k–70k
香港银行中层管理岗，经验要求高，薪资水平较高，结合行业标准估算。
职位详情
关于这个职位
The role is a senior management position in Hang Seng Bank's Customer Contact Centre, focusing on card and loans services. You will lead a large team to deliver exceptional customer service, drive operational efficiency, and implement digital transformation initiatives. This position offers a dynamic environment with career growth opportunities in one of Hong Kong's leading banks.
最低要求
University graduate in business, operations management or finance. Proven 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 centres and digital banking, covering various products including Insurance, cards, loans and mortgages. Proficiency in both English and Chinese.
工作职责
To lead, manage and motivate the Call Centre Customer Service Department (Card and Loans) 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.
AI 洞察
优缺点分析
优点
- Work for a top-tier bank with strong brand reputation and career development opportunities.
- Hybrid work style offering flexibility and work-life balance.
- Lead a large team and drive impactful digital transformation projects.
- Competitive compensation package with potential bonuses.
- High-pressure environment with strict KPIs and tight budgets.
- Need to manage a large team and complex stakeholder relationships.
- Keeping up with rapidly changing digital banking technologies and regulations.
- Experienced call centre managers with a strong background in retail banking, who enjoy leading teams and driving change in a structured but dynamic environment.
缺点 / 挑战
暂无明显挑战项
角色解读
- Advance to Head of Customer Contact Centre or other senior leadership roles within the bank.
- Move into broader operational or digital transformation roles across Hang Seng or HSBC group.
- Develop expertise in fintech and customer experience innovation.
- Lead and manage a large call centre team (50+ staff) dedicated to card and loans services.
- Drive operational performance to meet KPIs and budget while improving customer experience and NPS.
- Implement digital transformation initiatives and new technologies to modernize the contact centre.
- Ensure compliance with internal policies and external regulations, managing operational risk.
- Proven experience in managing consumer banking call centres, including strategy execution and product support.
- Strong people management skills with experience leading teams of 50+.
- Deep knowledge of call centre operations, digital banking, and products like insurance, cards, loans, and mortgages.
- Excellent communication skills in both English and Chinese (Cantonese and Mandarin).
申请策略
- Tailor your CV to demonstrate both operational excellence and strategic thinking.
- Prepare examples of how you've improved customer experience and driven sales through call centre channels.
- Emphasize experience managing call centre teams of 50+ and achieving KPIs.
- Showcase specific projects in digital transformation or new technology implementation.
- Highlight product knowledge in cards, loans, and insurance.
- Include language proficiency and any cross-functional collaboration.
- Get updated on the latest contact centre technologies and digital banking trends.
- Enhance data analysis skills for performance tracking and NPS improvement.
面试指南
- Use the STAR method (Situation, Task, Action, Result) to structure answers, focusing on quantifiable outcomes and leadership impact.
- How have you improved NPS in a previous call centre role?
- Describe your experience managing a team of 50+ and how you motivated them.
- What digital transformation projects have you led and what was the outcome?
- How do you ensure compliance while maintaining efficient operations?
- How do you handle underperformance and conflicts within your team?
- Review Hang Seng's recent digital initiatives and customer service awards.
- Prepare specific metrics and examples from your past experience in call centres.
职位点评
Stable bank, hybrid work, good career growth, average compensation transparency.
从薪资福利、成长空间、工作节奏和岗位方向综合评估，方便横向比较。
薪资福利
Compensation is not disclosed in JD, but Hang Seng offers competitive packages typical for a large bank. The role is senior, so salary is likely attractive but may not be the highest in the market.
成长发展
The JD emphasizes career development opportunities and transformational projects, indicating strong growth potential. The role allows learning digital banking and leadership skills.
工作生活
Hybrid work style offers flexibility. Office is in Kowloon Bay, a business district, but no explicit WLB signals. Overtime not mentioned, likely standard banking hours.
使命价值
The banking industry is stable but traditional. The role has some social impact through customer service improvement but is not mission-driven. Innovation level is moderate.