Assistant Operations Support Manager - Hang Seng Bank (HK)

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.

Assistant Operations Support Manager, General Banking Section

Channels Management - 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 General Banking Section as Assistant Operations Support Manager.

Principal responsibilities:

· Support call team to deliver quality phone banking services and initiate business opportunities for potential personal customers
· Oversee offshore team in GZC to meet KPIs agreed in Service Level Agreement
· Achieve the committed phone performance pledges by strategic resources planning
· Ensure all activities are in compliance with the requirement of the Bank and regulatory authorities
· Manage and report suspicious fraud cases, major incidents and customer feedback to respective internal counterparts timely and properly

Desired profile

Qualifications :

Requirements:

·  University degree in related discipline or other relevant professional qualifications
·  Minimum 2 years' of retail banking experience; with knowledge of call centre operations and investment products preferred
·  Passes in IIQE (Paper 1, 2, 3) & HKSI (Paper 1,7,8)
·  Willing to work shift hours
·  Strong customer service orientation, with good communication and problem solving skills
·  Proficiency in both English and Chinese, with fluency in Putonghua an advantage
·  High level of customer centricity mindset with dedication to deliver exceptional quality services for customers