Salesforce and Service Planning Manager (Customer Contact Centre)

A Career with Hang Seng Bank

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.

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 Team as CCC Salesforce & Service Planning Manager, reporting to Head of Sales and Service Performance Management.

Principal responsibilities

• Implementation of resources optimization processes and closely work with frontline teams in maintaining the best possible service level
• Work with workforce management team on rostering, scheduling and real time monitoring for effective planning and management of contact centre resources and support functions in aligning with Group service level standard
• Conduct review and analysis on service level and resources performance and propose improvement or recommendation
• Identify and share continuous improvement ideas for effective streamlining and resource optimization
• 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
• Proven experience in banking industry, with knowledge to Contact Centre workforce management an advantage
• Attentive to details, independent, sensible and assertive to negotiate with different stakeholders
• Excellent decision making and problem-solving ability
• Good knowledge of computer applications including MS Excel and PowerPoint

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

www.hangseng.com/careers

https://www.linkedin.com/company/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.

Issued by Hang Seng Bank Limited

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All information provided by applicants will be used only for recruitment purposes and will be used strictly in accordance with the Bank's personal data policies, a copy of which may be obtained by the applicant upon request. Unless otherwise instructed in writing by the applicant concerned, applicants may be considered for other suitable positions within the Bank and its related companies. The personal data of unsuccessful job applicants may be retained for a maximum of two years from the date when the job application is rejected and such data may be retained for a longer period if there is a subsisting reason that obliges the Bank to do so, after which the personal data will be destroyed.