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.
Business Planning and Analytics Manager
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 team as Business Planning and Analytics Manager.
Principal responsibilities
- Formulate effective strategies / business plan to achieve the desired business goals of the department
- Lead and drive new initiatives / projects including process streamlining, system enhancement and service migration to improve operational efficiencies and cope with business needs
- Conduct quantitative and qualitative analysis on service and sales performance to provide business insight to management
- Ensure all new initiatives align with bank values and strategies to deliver service excellence to internal and external customers while comply with the internal control standards, group compliance policy and external regulatory requirements
Requirements
Requirements:
- University degree in Business Administration, Finance or related disciplines
- Minimum 5 years' experience in banking industry, with knowledge in call centre operations and project management preferred
- Strong analytical, presentation and interpersonal skills
- Great sense of leadership, ownership and servicing mindset
- Excellent command of written and spoken English, Cantonese and Mandarin
- High level of customer centricity mindset with dedication to deliver exceptional quality services for customers
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.