Quality Assurance Manager (Customer Contact Centre)

A Career with Hang Seng Bank

In compliance with applicable laws, HSBC is committed to employing only those who are authorized to work in the US. HSBC may engage in immigration sponsorship for this position if needed.

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 our team as Quality Assurance Manager, reporting to Head of Customer Experience

Principal Responsibilities

• Lead the sales management and quality assurance function of Customer Contact Centre, be accountable for the business strategies and sales development as a core driver for the contact centre revenue source
• Drive and implement contact centre revenue generation initiatives. Make decision to prioritise business initiatives with right balance of business impact and team capacity
• Carry out process review, identify process improvement/ streamlining opportunities, derive improvement action plan and monitor process improvement progress.
• Engage proactively with stakeholders of business and supporting teams, build effective partnership to drive business initiatives
• Identify areas of improvement on contact centre operations and sales administrative area to ensure effective process and quality deliverables
• Manage and grow team members through effective coaching, skill uplift and career development

Requirements

• University degree in Business Administration or other relevant qualifications
• Proven experience in banking industry, preferably with good knowledge of sales management and contact centre operations
• Strong self-motivation, with good analytical, communication, presentation skills, interpersonal and negotiation skills
• Proficiency in both English and Chinese
• Good knowledge of MS Office (Word, Excel, 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

As an HSBC employee, you will have access to tailored professional development opportunities to ensure you have the right skills for today and tomorrow. We offer a competitive pay and benefits package including a robust Wellness Hub, all in a welcoming and inclusive work environment. You will be empowered to drive HSBC’s engagement with the communities we serve through an industry-leading volunteerism policy, a generous matching gift program, and a comprehensive program of immersive Sustainability and Climate Change Initiatives. You’ll want to join our Employee Resource Groups as they play a central part in life at HSBC, including the development of our employees and networking inside and outside of HSBC. We value difference. We s쳮d together. We take responsibility. We get it done. And we want you to help us build the bank of the future!

All qualified applicants will receive consideration for employment without regard to age, ancestry, color, race, national origin, ethnicity, disability or medical condition, genetic information, military or veteran service, religion, creed, gender, gender, pregnancy, childbirth, caregiver status, marital status, citizenship or immigration status, sexual orientation, gender identity or expression or any other trait protected by applicable law.

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.

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.