Job description
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.
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 Sales Management Section as Assistant Sales Management Manager (Quality Assurance)
Principal responsibilities:
- Ensure sales & service quality via regular evaluation of customer interactions
- Apply risk and control measures in evaluation activities to sustain quality control standard
- Recommend quality improvement / process streamline / control enhancement initiatives when appropriate
- Arrange regular catch-up meetings with management and operations to share observations and recommendations
- Guide staff to deliver excellent service to customers and sustain our Contact Centre in leading position in terms of premium customer service
- Compile and maintain customer experience related data and records for tracking and monitoring the service performance
- Prepare and support training to ensure standardization on sales & service quality standard and uplift overall sales/service performance
- Assist in administrative works, e.g. prepare performance report, implement staff motivation initiatives etc.
- Handle ad hoc task assigned by management
Requirements
- University degree or Diploma in business disciplines or related disciplines
- Minimum of three years' banking experience with good understanding of bank products and services, experience in telesales training and telesales quality management would be an advantage.
- Be proactive, vigilant and paying attentions to details
- Good analytical mind
- A team player with good communications skills
- Proficiency in both English, Chinese and Putonghua
If you would like to explore other opportunities at Hang Seng Hong Kong, please visit www.hangseng.com/careers/ for details.
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.