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

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.