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Manager, Customer Contact Centre (Banking)Hang Seng Bank Ltd
  • Not Specified
  • Salary provided
  • Posted on 15 May 2019
Manager, Customer Contact Centre (Banking)Hang Seng Bank Ltd
Job Highlights
  • University degree in related discipline
  • Minimum 5 years of relevant experience
  • Proficiency in both English and Chinese
Job Description

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 Manager, Customer Contact Centre (Banking).


 Principal responsibilities

  • Lead and manage the Customer Contact Centre sales function in driving both Insurance and General Banking products acquisition and growth activities through need based approach  
  • Manage to ensure team achievement of business KPIs and the provision of quality phone banking services to customers
  • Plan and monitor team resource to ensure optimization and a right balance on the resource planning for inbound and outbound customer contact activities
  • Collaborate with business stakeholders to identify and implement customer contact initiatives
  • Coach and motivate team members to achieve target business outcomes and desired behavioral performance
  • Ensure all operations and sales activities are in compliance with all relevant internal instructions and external regulatory requirements
  • Participate in projects of transformation and process improvement, conduct evaluation to assess the business impact and identify enhancement opportunities 



  • University degree in related disciplines or other relevant qualifications preferred
  • Passes in IIQE (Paper 1, 2, 3) and HKSI (Paper 1,7,8) an advantage
  • Minimum five years of relevant experience, with good knowledge of investment and insurance products and services. Past experience in sales force management would be an advantage
  • Good communication, interpersonal and presentation skills
  • Strong self-motivation with ability to work independently and under pressure
  • Proficiency in both English and Chinese, with proficiency in Putonghua an advantage
  • High level of customer centricity mindset with dedication to deliver exceptional quality services for customers      


All information provided by applicants will be used only for recruitment purposes and will be used strictly in accordance with the Bank's personal data policies, a copy of which may be obtained by the applicant upon request. Unless otherwise instructed in writing by the applicant concerned, applicants may be considered for other suitable positions within the Bank and its related companies. The personal data of unsuccessful job applicants may be retained for a maximum of two years from the date when the job application is rejected and such data may be retained for a longer period if there is a subsisting reason that obliges the Bank to do so, after which the personal data will be destroyed.


Additional Information
Years of Experience
5 years
Employment Type
Full Time, Permanent
Company details

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.