Head of Service and Operation

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.

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.

Hang Seng's Retail Distribution focuses on personal wealth management and financial services. Our one-stop wealth management initiatives are designed for both our affluent and mass integrated account customers. With around 260 branches and automated banking centres, including around 50 Prestige Banking Centres for our high-end personal customers, we serve over half of the adult population in Hong Kong while offering an extensive range of products to our valued customers.

We are currently seeking a high caliber professional to join our team as Head of Service and Operation, reporting to Head of Distribution Management and Strategy.

Principal responsibilities

• Formulate, develop and implement procedures related to Branch network to identify improvement opportunities for streamlining, service improvement and controls
• Oversee and manage daily branch operation, and be accountable for branch service level
• Manage operational risk, including its identification, assessment, mitigation and controls to ensure adherence to Group and local standards
• Implement measures in support of Anti-Money Laundering, Sanctions, Anti-Bribery & Corruption and Financial Crime Risk policies
• Ensuring all actions from periodic assessments, internal and external audits are correctly implemented in a timely manner
• Formulate service strategy and execution plan to provide market leading branch service
• Articulate staff and customer feedback through exchanges, complaints and NPS to enhance staff and customer satisfaction
• Collaborate closely within Retail Distribution including frontlines, operation managers & risk management; wider business units and 2nd & 3rd line-of-defense
• Act as the control owner and business service owner to ensure adherence to the requirements on risk and controls

Requirements

• Solid retail banking experience, with exposure in retail distribution
• Proven track record in operation management, branch process, control and workflow design
• Experience in network strategy with strong business acumen; pragmatic execution focus with proactive and agile follow through; strong change agent, visionary and future fit
• Good people leadership to engage, motivate and develop team
• Strong customer centricity to deliver exceptional services and experience for customers
• University degree in Business or related disciplines is preferred
• Proficiency in both spoken and written English and Chinese
• Professional qualifications such as Enhanced Competency Framework (ECF) and/or Certified Banker (CB) under Hong Kong Institute of Bankers (HKIB) would be an advantage.

You’ll achieve more when you join Hang Seng Bank Limited.

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https://www.linkedin.com/company/hang-seng-bank/

Issued by Hang Seng Bank Limited

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