Job ref no.: CT3119120-01#0072
Hang Seng Bank

Manager Analytics Transformation and CRM (Business Implementation and Governance)

Hang Seng Bank

Customer Value Management

We are currently seeking high caliber professionals to join our department as Manager Analytics Transformation and Customer Relationship Management (Business Implementation and Governance)


Principal Responsibilities

  • Collabate with business users and channel teams to develop business cases on providing the next best action to customers via omni-channel customer decisioning and deployment capability. Montior the business case result with regular review.
  • Develop integrated contact decisioning strategy and Business Target Operating Model (across business, channels, and Marketing), and offers management across multi-customer touch points.
  • Collaborate with business stakeholders to implement the Target Operating Model, entailing new, co-existing process and migration plan.
  • Design and conduct regular performance review to monitor Target Operating Model effectivenes and identify improvement opportunities.
  • Be the control owner in designing and implementing all measures e.g. suppression, recency and frequency of contacts, identification of conflicting rules.



  • University degree in Business Administration, Computer Science, Mathematics, Statistics or other related discipline.
  • Has minimum 8 years work experience, including 5 years solid hands-on exposure in customer value management and analytics in the context of the customer life cycle management across multiple distribution channels.
  • Exposure and experience with customer lifecycle marketing, particularly product retailing to the mass market and affluent segments via digital and direct distribution channels.
  • Effective stakeholder management and interpersonal skills to ensure business needs are met.
  • Ability to drive change through well-developed influencing and negotiation skills.
  • Great sense of ownership and servicing mindset to ensure efficient and effective processes in meeting stakeholders’ requirements.
  • Ability to communicate with impact, with the capacity to ensure complex information is articulated in a meaningful way to a wide and varied audience.
  • Good leadership, organizational, problem solving, presentation and interpersonal skills.
  • Strong track record of managing multi-functional projects and a team of diverse background.


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. CT3119120-01#0072
  • N/A
Job Function
Employment Term
  • Permanent
  • Full-time
  • 8 years - 20 years or above
Career Level
  • Middle management level
  • Degree