Posted on 2021-10-11
Hang Seng Bank

Head of Contact Centre Transformation (Customer Experience & Streamlining)

Hang Seng Bank

Digital, Business, Services – Transformation 

Hang Seng’s Transformation under Digital, Business, Services a team of professionals dedicated to design and deliver change initiatives for the Bank and various business functions.   

The Contact Centre Transformation programme involves various projects under Contact Center covering both Commercial Bank and Wealth & Personal Bank. The transformation includes omni-channel collaboration, process re-engineering, customer experience enhancement, staff capability improvement, and ultimately facilitate business growth.

We are currently seeking high caliber professional to join the Contact Centre Transformation team as Head of Contact Centre Transformation (Customer Experience & Streamlining). 


Principal responsibilities

  • In charge of designing contact centre transformation strategy and initiatives that encompass innovations in people, process, technology and customer experience 
  • Provide oversight on customer journey orchestration across channels and touch points to give customers an integral and seamless omni-channel experience 
  • Strengthen contact centre analytics to formulate & drive enhancement in customer experience to enable business growth and process streamlining to ensure optimal solutions for operations support
  • Nurture a collaborative, agile and supportive team culture through constant data driven feedback and constructive discussions
  • Create compelling and engaging contact centre experience
  • Drive and deliver changes in operational and revenue performance of Contact Centre through initiatives which are fully aligned to business strategyManage programme/ project cost and schedule, monitor progress and report to stakeholders and senior management
  • Manage potential risks and issues on projects and ensure relevant control measures are undertaken to minimize the Bank’s risk exposure
  • Monitor the latest market trend and industrial landscape to discover opportunities to improve customer experience and reduce operating cost
  • As a team leader, provide coaching and take lead in people development 



  • University graduate in related disciplines or other relevant qualifications
  • Minimum of 8 years’ relevant experience in omni-channel and transformation projects
  • Knowledge on Speech Analytics would be an advantage
  • Demonstrate knowledge of industry trends and standards
  • Strong understanding of agile, scrum and design thinking is preferred
  • Sound business acumen, able to make commercial judgment balancing the costs and benefits
  • Strong analytical, communication and interpersonal skills
  • Able to work independently with strong self-initiative, able to spot or pre-empt issues, recommend business solutions and escalate as required
  • 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 Function
Employment Term
  • Permanent
  • Full-time
  • 8 years - 20 years or above
Career Level
  • Senior management level
  • Degree