Job ref no.: CT3130040-01#0010
Hang Seng Bank

Head of Contact Centre Transformation (12-month contract)

Hang Seng Bank

Operations, Services and Technology – Contact Centre Transformation

Hang Seng's Contact Centre Transformation under Operations, Services and Technology is a team of professionals dedicated to deliver change initiatives for the contact centre business within the Bank.


The Contact Centre Transformation programme involves various projects covering both Commercial Bank and Retail Bank. The transformation will include the upgrade of system infrastructure, simplification of processes, enhancement of customer and staff experience, and ultimately facilitate business growth.

We are currently seeking a high caliber professional to join our department as Head of Contact Centre Transformation (12-Month Contract).

Principal responsibilities

  • Drive improvement in Customer Experience to enable business growth for both Retail and Commercial Banking
  • Identify and implement contact centre streamlining initiatives for both Retail and Commercial Banking
  • Lead contact centre specific strategic developments to deliver business objectives
  • Implement Group strategic and business programmes as directed by Global Contact Centre Business (GCCB) as appropriate.
  • Execute omni-channel strategy
  • Provide transformational services and programme management within contact centres
  • Maximise enhancements in contact centre capabilities riding on system upgrade and commercialise new system features to generate new business opportunities
  • Contribute to product vision, roadmap, milestones, business case and dependencies with strategic priorities and customer centricity in mind



  • University graduate in Business Administration, Management Studies, Operational Research, Industrial Engineering or related disciplines
  • Over 10 years' relevant experience in contact centre management and transformation projects
  • Strong change and transformation orientation with commitment to delivering results under pressure and constraints
  • Outstanding project leadership, with excellent people, communication and negotiation skills
  • Experience with live chat and conversational banking a plus
  • Familiar with project management methodology including Agile is an added advantage, but not a must
  • Ability to mobilize resources, engage stakeholders and achieve win-win solutions for all stakeholders
  • Sound business acumen and growth mindset
  • Proficiency in both spoken and written English and Chinese
  • Great sense of ownership and servicing mindset to ensure efficient and effective customer service processes

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 ref no. CT3130040-01#0010
Job Function
Employment Term
  • Contract
  • Full-time
  • 10 years - 20 years or above
Career Level
  • Senior management level
  • Degree