Senior Manager, Frontline Operations Support - Hang Seng Bank(HK) (Mongkok, Kowloon, HK)

HSBC
Hong Kong
Workplace: OnsiteFull timeFunction: Solutions Engineering & Sales EngineeringEducation: bachelorsSkills: ["Self-motivation","Analytical skills","Communication","Presentation skills","Interpersonal skills"]

Lead Hang Seng’s Customer Contact Centre as a Senior Manager, driving contact-centre revenue initiatives and balancing business impact with frontline team capacity. Review frontline processes, identify improvement opportunities, and implement action plans while monitoring progress. Help modernize call-centre operations through transformational technologies and channel shift initiatives. Manage and grow team members via coaching, skill uplift, and career development, partnering with stakeholders to improve quality and delivery.

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FursaFursa
HSBC
HSBC
3 days ago

Senior Manager, Frontline Operations Support - Hang Seng Bank(HK) (Mongkok, Kowloon, HK)

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Last checked: 2 hours agoStatus: Live

Job Summary

Lead Hang Seng’s Customer Contact Centre as a Senior Manager, driving contact-centre revenue initiatives and balancing business impact with frontline team capacity. Review frontline processes, identify improvement opportunities, and implement action plans while monitoring progress. Help modernize call-centre operations through transformational technologies and channel shift initiatives. Manage and grow team members via coaching, skill uplift, and career development, partnering with stakeholders to improve quality and delivery.
Location: Hong Kong
Workplace: Onsite
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering
Seniority: Sr. Manager level

Key Responsibilities

  • •Drive and implement contact centre revenue generation initiatives, prioritizing initiatives based on business impact and frontline capacity.
  • •Review frontline processes, identify process improvement/streamlining opportunities, and create and monitor improvement action plans.
  • •Support contact centre modernization by participating in implementation of transformational contact-centre technologies and customer experience improvements.
  • •Engage proactively with stakeholders to build partnerships and drive business initiatives.
  • •Manage and grow team members through coaching, skill uplift, and career development.

Key Requirements

  • •University degree in Business Administration or other relevant qualifications
  • •Proven banking experience, preferably with knowledge of project management and contact centre operations
  • •Strong analytical, communication, presentation, interpersonal, and negotiation skills
  • •Proficiency in both English and Chinese
  • •Good knowledge of MS Office (Word, Excel, PowerPoint)
Experience:Banking
Education:Bachelor's in Business Administration
Skills:Self-motivationAnalytical skillsCommunicationPresentation skillsInterpersonal skills
Languages:EnglishChinese
Tech Stack:MS OfficeWordExcelPowerPoint

Company Brief

HSBC
Global banking and financial services organisation offering retail, commercial, corporate and investment banking, wealth management, and global markets services across Europe, Asia, the Americas and the Middle East.
Industry: Banking
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: London, United Kingdom
Founded: 1865
Glassdoor
Glassdoor: 3.6
WebsiteLinkedIn