Senior Manager, Frontline Operations Support - Hang Seng Bank(HK)
发布于 2 天前中层管理(经理/总监)
AI 估算 · 60k–100k
Senior manager in major bank, high salary and stable industry.
职位详情
关于这个职位
This is a senior management role in Hang Seng Bank's Customer Contact Centre, focusing on driving revenue initiatives, process improvements, and technology transformation. You will lead a team, collaborate with stakeholders, and play a key role in modernizing call centre operations and enhancing customer experience. Requires strong banking operations experience and excellent leadership skills.
最低要求
University degree in Business Administration or other relevant qualifications
工作职责
Drive and implement contact centre revenue generation initiatives. Make decision to prioritise business initiatives with right balance of business impact and Frontline team capacity.
AI 洞察
优缺点分析
优点
- Work for a leading bank with strong brand reputation and stable business.
- Hybrid working model offers flexibility and work-life balance.
- Opportunity to lead initiatives and influence customer experience and revenue generation.
- Competitive compensation and career development opportunities.
- Senior management role comes with high responsibility and accountability for business outcomes.
- Requires managing multiple stakeholders and balancing various priorities.
- Banking sector may have strict compliance and regulatory constraints.
- This role suits experienced banking professionals with strong operational management and leadership skills who are looking for a stable, high-impact career.
缺点 / 挑战
暂无明显挑战项
角色解读
- This role provides exposure to contact centre transformation and revenue strategy, positioning you for senior leadership roles within banking operations.
- Opportunities to develop team management skills and move up to Head of Customer Services or similar executive positions.
- Experience with modern technologies in banking customer service can open doors to broader digital transformation roles.
- Drive and implement contact centre revenue generation initiatives, balancing business impact with frontline team capacity.
- Carry out frontline process reviews, identify and implement process improvements, and monitor progress.
- Participate in implementing transformational contact centre technologies to modernise call centre and enhance customer experience.
- Engage with stakeholders, manage and grow team members through coaching and skill uplift.
- Strong background in banking operations and contact centre management.
- Project management and process improvement skills, with analytical and problem-solving abilities.
- Excellent communication, presentation, interpersonal and negotiation skills.
- Proficiency in English and Chinese, and good command of MS Office (Word, Excel, PowerPoint).
申请策略
- Tailor your application to Hang Seng's customer-centric culture and emphasize your commitment to service excellence.
- Research the latest trends in contact centre technology and customer experience to show your enthusiasm.
- Highlight your experience in contact centre or branch operations management, especially any revenue or process improvement achievements.
- Emphasize project management skills and successful implementation of technology projects.
- Showcase team leadership and coaching examples, with measurable results.
- Mention proficiency in both English and Chinese and any relevant banking domain expertise.
- If you lack direct contact centre experience, gain knowledge of call centre operations and KPIs.
- Refresh your knowledge on digital transformation and self-service technologies in banking.
面试指南
- Use the STAR method: Situation, Task, Action, Result, to structure your responses and demonstrate measurable impact.
- Show your stakeholder management approach by explaining how you engage, align, and maintain partnerships.
- Highlight your data-driven decision-making and ability to balance short-term wins with long-term goals.
- Can you describe a time when you drove a revenue generation initiative in a contact centre? How did you balance business impact with team capacity?
- How have you managed process improvements in a banking operations environment? What was the outcome?
- Give an example of how you have coached and developed your team members.
- How do you handle conflicting priorities from multiple stakeholders?
- What experience do you have with implementing transformational technologies in a customer service setting?
职位点评
Stable major bank senior manager role with competitive pay and hybrid work, moderate work-life balance, and limited broader social impact.
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
This role offers a high salary and strong stability from a major bank, with competitive compensation packages mentioned.
成长发展
The role provides opportunities for career development, skill uplift, and exposure to transformational technologies, supporting long-term growth.
工作生活
Hybrid working model and central location offer reasonable work-life balance, but there is no explicit mention of overtime or specific flexibility details.
使命价值
The banking industry is stable but not typically high-impact in a social sense; the role focuses on operational excellence rather than direct societal contribution.