Head of Customer Experience and Relations - Hang Seng Bank (HK)

Job description
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.
Customer Propositions and Management
We are currently seeking a high caliber professional to join our department as Head of Customer Experience and Relations.
Principal responsibilities

• Orchestrate and lead Customer Experience and Customer Relations (both onshore and offshore) Departments under an effective and sustainable model.
• Steer strategic imperatives, projects and initiatives to support the Bank to be the preferred banking and financial services partner for customers in HK and the GBA.
• Steer Net Promoter System (NPS) developments and key customer journeys enhancements to remove customer frictions, uplift customer experience and maximize business and customer outcomes.
• Develop strategy and initiatives to promote customer centric culture and behaviour across the organization.
• Embrace customer centricity in every decision and action. Advocate service excellence via a structured process encompassing root cause analysis, customer voices analysis, service gaps identification and enhancement with benchmark against KPIs.
• Ensure customer complaints are managed in full compliance with both internal and regulatory requirements. Strategize complaint management to safeguard the Bank's reputation and generate insights for service improvements.

Requirements

• Solid experience in a leading the customer experience and relations function with proven track records to drive customer experience enhancement initiatives, process improvement and transformation as well as incident management for impactful business results
• Strong commercial acumen and leadership skills with the ability to effectively influence others.
• Excellent thought leadership and problem solving skills underpinned by a customer centricity mindset
• Professional stakeholder management and influence skills with the ability to build up long-term trust based relationship with all levels and fostering customers and stakeholders' engagement
• Strong resilience level with the ability to safeguard her/his positive attitude even in challenging and ever-changing environment
• Strong creativity and curiosity with prove track records on identifying the root cause of the issues and also think out of the box with creative ideas
• A Degree in business, finance or related disciplines and/or professional banking qualification preferable.
• Proficiency in both English and Chinese.

If you would like to explore other opportunities at Hang Seng Hong Kong, please visit www.hangseng.com/careers/ for details.

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.