Card and Loans Manager (Customer Contact Centre) - Hang Seng Bank (HK) (Kowloon Bay, Kowloon, HK)

HSBC
Hong Kong
Workplace: OnsiteFull timeFunction: Banking, Lending & CreditEducation: bachelorsSkills: ["Leadership","Strategic thinking","Analytical skills","Problem-solving","Attention to detail"]

Lead and manage the Customer Contact Centre team for card and loans. Drive business targets, market penetration, and end-to-end service and sales quality through customer and product analytics, channel performance monitoring, and continuous improvement. Collaborate with sales front line and internal stakeholders, and partner with delivery teams on project and systems implementation, workflow design, and process re-engineering while proactively managing project risks and staying current with regulatory requirements.

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HSBC
HSBC
1 day ago

Card and Loans Manager (Customer Contact Centre) - Hang Seng Bank (HK) (Kowloon Bay, Kowloon, HK)

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Job Summary

Lead and manage the Customer Contact Centre team for card and loans. Drive business targets, market penetration, and end-to-end service and sales quality through customer and product analytics, channel performance monitoring, and continuous improvement. Collaborate with sales front line and internal stakeholders, and partner with delivery teams on project and systems implementation, workflow design, and process re-engineering while proactively managing project risks and staying current with regulatory requirements.
Location: Hong Kong
Workplace: Onsite
Employment Type: Full time
Job Function: Banking, Lending & Credit
Seniority: Manager level

Key Responsibilities

  • •Lead the team to identify and achieve business targets, accelerate market penetration, and deliver excellent customer service.
  • •Use product and customer analytics to formulate and implement business strategic plans for products and campaigns.
  • •Collaborate with sales frontline, support units, and key stakeholders to uplift end-to-end service and sales qualities.
  • •Monitor and review business performance and the operational effectiveness of marketing channels, and implement enhancement measures.
  • •Support delivery of project and systems implementations, manage project scope and risks, and ensure compliance with regulatory requirements and internal policies.

Key Requirements

  • •University degree in a related discipline or other relevant qualifications.
  • •Proven experience and knowledge of banking products and call centre business.
  • •Professional qualifications such as Enhanced Competency Framework (ECF) and/or Certified Banker (CB) under Hong Kong Institute of Bankers (HKIB) would be an advantage.
  • •Strong business acumen with strategic and analytical thinking.
  • •Good command of Chinese and English.
Experience:BankingCall centre
Education:Bachelor's
Skills:LeadershipStrategic thinkingAnalytical skillsProblem-solvingAttention to detail
Certifications:Enhanced Competency Framework (ECF)Certified Banker (CB) (HKIB)
Languages:ChineseEnglish

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