Assistant Customer Service Team Manager, General Banking Services - Hang Seng Bank (HK)

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 Job Description - Assistant Customer Service Team Manager, General Banking Services - Hang Seng Bank (HK) (0000EJFO)

Job Description 

Assistant Customer Service Team Manager, General Banking Services - Hang Seng Bank (HK) : 0000EJFO 




A Career with Hang Seng Bank


Hang Seng is committed to service excellence. Our people are our most important asset and play a vital role in our efforts to continually enhance our performance for customers and provide best-in-class products and services. We seek to attract high-calibre talent by offering a dynamic working environment, good career development opportunities and competitive compensation packages.


Assistant Customer Service Team Manager, General Banking Services


Customer Contact Centre


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 Assistant Customer Service Team Manager, General Banking Services.   


Principal responsibilities

  • Lead a team to deliver quality phone banking services and initiate business opportunities for potential personal customers

  • Oversee GZC Phonebanking and Correspondence team to meet KPIs agreed in Service Level Agreement

  • Achieve the committed phone performance pledges and sales targets by strategic resources planning

  • Ensure all activities are in compliance with the requirement of the Bank and regulatory authorities

  • Manage and report suspicious fraud cases, major incidents and customer feedback to respective internal counterparts timely and properly





  • Diploma or Degree Holder; Form Five or DSE Graduates with relevant working experience will also be considered

  • Passes in the Insurance Intermediaries Qualifying Examinations (IIQE) Paper 1, 2 and 3 and Hong Kong Securities and Investment (HKSI) Paper 1, 7 and 8 an advantage

  • Minimum 3 years of retail / phone banking experience; with knowledge of investment and insurance products a must 

  • Willing to work shift hours

  • Strong customer service and sales orientation, with good communication and problem solving skills

  • Proficiency in both English and Chinese, with fluency in Putonghua an advantage

  • High level of customer centricity mindset with dedication to deliver exceptional quality services for customers

The health and safety of our employees and candidates is very important to us. Due to the current situation related to the Novel Coronavirus (2019-nCoV), we're leveraging our digital capabilities to ensure we can continue to recruit top talent at the HSBC Group. As your application progresses, you may be asked to use one of our digital tools to help you through your recruitment journey. If so, one of our Resourcing colleagues will explain how our video-interviewing technology will be used throughout the recruitment process and will be on hand to answer any questions you might have.


Job Field

 : Call Centre

Primary Location

 : Asia Pacific-Hong Kong-Kowloon-Kowloon Bay


 : Full-time 


 : Day JobType of Vacancy : Country vacancy

Job Posting

 : 15-Jul-2020, 11:59:02 

Unposting Date

 : 31-Aug-2020, 23:59:00  

11 November 2020
Work type:
Full time
Banking and Financial Services
PLEASE! No enquiries from Recruitment Agencies or Headhunters.

Only direct applications will be considered.

This career opportunity is no longer open.
Please search for current vacancies here.

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