End User Services Business Analyst - Hang Seng Bank

Some careers have more impact than others.
 
If you’re looking for a career where you can make a real impression, join Hang Seng and discover how valued you’ll be. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, Hang Seng offers opportunities, support and rewards that will take you further.

Chief Technology Office – Information Technology

In Hang Sang Information Technology, we continually improve our capabilities through innovative technologies, delivering a comprehensive range of products and services in meeting changing customer needs.

We enhance customer experience, convenience and choices across our distribution channels, providing secure and engaged offering at individual's preference and lifestyle expectation.

We advocate creativity and collaboration to unlock the potential of our people, creating an open and progressive workplace.

We develop deep expertise in financial technologies, consulting and partnering with our business in delivering customer centric propositions in an agile manner. 

We are currently seeking a high caliber professional to join our department as End User Services Business Analyst.

Principal responsibilities

• Compiling and analyze customer feedback to drive end user product and service improvements.
• Monitoring key performance indicators (KPIs) to track service levels and identify areas for improvement.
• Collaborating with cross-functional teams to enhance the overall customer experience.
• Conducting regular sessions to gather feedback and align services with their evolving requirements.
• Provide professional consultancy in response to queries from developers and business.
• Handling escalated customer inquiries and issues, providing timely and satisfactory resolutions.
• Responsive to any ad-hoc business initiatives and management directions.
• Developing and implementing customer service policies and procedures to optimize efficiency and effectiveness.
• Deliver remote and on-site technical support for desktop, mobile, communication, and AV systems, ensuring efficient incident management and resolution.
• Enhance IT operations by managing delivery risks, collaborating with infrastructure teams, and optimizing service deployment.
• Handle funding approvals, inventory management, and logistics coordination while monitoring user impact and resource needs for production changes.

Requirements

• Bachelor's degree in Business Administration, Computer Science or related field.
• Proven experience in a customer service management role within the IT industry.
• Proven experience in arranging bank-wide events, hosting business engagements and issuing written communications.
• Excellent interpersonal, communication and problem-solving skills.
• Fluency in English, Chinese and Cantonese, both written and spoken.
• Committed to the delivery of quality results and able to meet deadlines under tight schedule and heavy workload.
• Great sense of ownership and servicing mindset to ensure efficient and effective customer service processes Self-motivated, positive, flexible attitude, excellent team player with ability to work under minimal supervision.
• Open minded, willing to learn, explore and implement new and emerging technologies.
• Technical knowledge in following domain is a plus: Microsoft Outlook, Microsoft Active Directory, Microsoft Office products and Cisco Video Conference end-point.