Hang Seng Bank Limited

Distribution Innovation and Experience Manager

Hang Seng Bank Limited

Retail Distribution - Branch Innovation and Technology

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 more than 270 branches and service outlets, including around 60 Prestige Banking Centres for our high-end personal customers, we serve over half of the adult population, offering an extensive range of products.

We are currently seeking a high caliber professional to join our department as Distribution Innovation and Experience Manager.


Principal responsibilities

  • Work with Team Head in formulating strategies to reshape branch and/or Call Centre channels by incorporating technology, working with innovative partners and with the use of quantitative info (e.g. data analytics) or qualitative intelligence (e.g. frontline / customer feedback)
  • Propose and implement branch and Call Centre channels digitization projects to drive branch operation efficiency and productivity
  • As owner of Channel strategy and initiatives, be responsible for liaison with different stakeholders including business partners, risk stewards, lines of defenses, external vendor/consultant, et, and make business decisions and be accountable
  • Support team to work with Branch Operations and relevant stakeholders to develop procedures for new initiatives in order to uplift customer experience, as well as operation efficiency and effectiveness at branch
  • Accountable for frontline and customer feedback on operational effectiveness and efficiency and in carrying out streamlining projects to cater to those feedbacks
  • Collaborate with internal stakeholders and solicit their supports and inputs to sure effective execution of the project scope



  • University degree in Business Administration or a related discipline
  • 3-5 years’ hand-on experience on project management to retail banking industry and/or branch operations would be an advantage 
  • Excellent interpersonal skills and ability to work independently
  • Strong project management skills with analytical mindset
  • Past experience on data analytics is a plus
  • Embrace changes and be adaptable to volatile and complex environment 
  • Customer centric mindset and ability to manage complex interactions effectively
  • Ability to bring divergent ideas to create new and valuable solutions
  • Proficiency in both English and Chinese

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. 

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.

More job information
Job Function
Work Model
  • On-site / At the workplace
Employment Term
  • Permanent
  • Full-time
  • 3 years - 20 years or above
Career Level
  • Middle management level
  • Degree