Process Management and Optimization Manager

In compliance with applicable laws, HSBC is committed to employing only those who are authorized to work in the US. HSBC may engage in immigration sponsorship for this position if needed.

Customer Contact Centre

Band 5

Hang Seng's Customer Contact Centre has been ranked one of the best phone banking service providers for consecutive years. Our team strives to provide professional services for a wide range of banking products to address customers' different services and financial needs.

We are currently seeking high caliber professionals to join our team as Process management and Optimization Manager  

Principal responsibilities

• Formulate effective strategies / business plan to achieve the desired business goals of the department
• Lead and drive new initiatives / projects including process streamlining, system enhancement and service migration to improve operational efficiencies and cope with business needs
• Conduct quantitative and qualitative analysis on service and sales performance to provide business insight to management
• Ensure all new initiatives align with bank values and strategies to deliver service excellence to internal and external customers while comply with the internal control standards, group compliance policy and external regulatory requirements

Requirements:

• University degree in Business Administration, Finance or related disciplines
• Minimum 5 years' experience in banking industry, with knowledge in call centre operations and project management preferred   
• Strong analytical, presentation and interpersonal skills
• Good knowledge of computer applications including MS Excel and PowerPoint
• Great sense of leadership, ownership and servicing mindset
• Excellent command of written and spoken English, Cantonese and Mandarin

As an HSBC employee, you will have access to tailored professional development opportunities to ensure you have the right skills for today and tomorrow. We offer a competitive pay and benefits package including a robust Wellness Hub, all in a welcoming and inclusive work environment. You will be empowered to drive HSBC’s engagement with the communities we serve through an industry-leading volunteerism policy, a generous matching gift program, and a comprehensive program of immersive Sustainability and Climate Change Initiatives. You’ll want to join our Employee Resource Groups as they play a central part in life at HSBC, including the development of our employees and networking inside and outside of HSBC. We value difference. We succeed together. We take responsibility. We get it done. And we want you to help us build the bank of the future!

All qualified applicants will receive consideration for employment without regard to age, ancestry, color, race, national origin, ethnicity, disability or medical condition, genetic information, military or veteran service, religion, creed, sex, gender, pregnancy, childbirth, caregiver status, marital status, citizenship or immigration status, sexual orientation, gender identity or expression or any other trait protected by applicable law.