Senior Customer Service Manager (Card and Loans Section) - Hang Seng Bank (HK) (Kowloon Bay, Kowloon, HK)

HSBC
Hong Kong
Workplace: HybridFull timeFunction: Customer Support (Service Desk)Education: bachelorsSkills: ["Leadership","People management","Customer focus","Process improvement","Compliance/risk awareness"]

Lead and manage the Call Centre Customer Service Department for Card and Loans, ensuring best-in-class service while meeting KPIs and budget. Own end-to-end customer contact processes to improve efficiency, reduce complaints, and increase NPS. Collaborate across teams on customer experience initiatives and modernization efforts, including transformational contact centre technologies, channel shift, and self-serve. Ensure compliance with internal guidelines and external regulatory requirements, including operational risk and ethical standards.

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FursaFursa
HSBC
HSBC
1 month ago

Senior Customer Service Manager (Card and Loans Section) - Hang Seng Bank (HK) (Kowloon Bay, Kowloon, HK)

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Last checked: 3 hours agoStatus: Live

Job Summary

Lead and manage the Call Centre Customer Service Department for Card and Loans, ensuring best-in-class service while meeting KPIs and budget. Own end-to-end customer contact processes to improve efficiency, reduce complaints, and increase NPS. Collaborate across teams on customer experience initiatives and modernization efforts, including transformational contact centre technologies, channel shift, and self-serve. Ensure compliance with internal guidelines and external regulatory requirements, including operational risk and ethical standards.
Location: Hong Kong
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Manager level

Key Responsibilities

  • •Lead, manage and motivate the Call Centre Customer Service Department (Card and Loans) to deliver best-in-class service, meeting KPIs and staying within budget.
  • •Ensure end-to-end customer contact processes and customer experience, supporting cross-team initiatives to improve efficiency, reduce complaints, and increase NPS.
  • •Participate in implementing transformational contact centre technologies to modernize the call centre and customer experience.
  • •Drive sales opportunities through different contact channels with customers.
  • •Ensure compliance with internal guidelines and external regulatory requirements, including operational risk management and ethical behavior adherence.

Key Requirements

  • •University graduate in business, operations management or finance.
  • •Proven experience managing consumer/retail banking channels and call centres, including strategy execution and sales and service management.
  • •Sound operations and people management knowledge of branches and call centres, preferably managing a team of 50+ staff.
  • •Strong background in call centres and digital banking across products including insurance, cards, loans and mortgages.
  • •Proficiency in both English and Chinese.
Experience:Retail bankingCall centresDigital bankingCardsLoansMortgagesInsurance
Education:Bachelor's
Skills:LeadershipPeople managementCustomer focusProcess improvementCompliance/risk awareness
Languages:EnglishChinese

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