Head of Operations Planning, Customer 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.

We are currently seeking a high-calibre professional to join as Head of Operations Planning under our Customer Relations Team.

Principal responsibilities

• Oversee the operations capacity, efficiency and quality for Customer Relations Team
• Lead the design and implementation of the target operating model for Customer Relations team, work collaboratively within and outside the team to ensure effective delivery of initiatives
• Lead the planning and ongoing monitoring of effectiveness on initiatives in uplifting complaint handling efficiency and quality
• Identify and drive improvement and enhancement measures in WPB-wide complaint handling, to enable WPB meeting the complaint targets in overall
• Oversee the management of executive and sensitive complaints, through to resolution

Requirements

• University degree in a related discipline or relevant experience
• Over 10 years of proven experience in complaint management / customer service
• Strong self-motivation with good leadership, project and people management, interpersonal and communications skills
• Ability to build relations with different stakeholders and positively influence outcomes
• Proficiency in both English and Chinese
• Great sense of ownership and servicing mindset to ensure efficient and effective customer service processes

Visit Hang Seng Career Page and sign up with our Talent Community to receive the latest information about our career opportunities in Hang Seng Hong Kong.

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.