Job ref no.: CT3119120-01#0075
Hang Seng Bank

Senior Analytics Transformation and Customer Relationship Management Manager

Hang Seng Bank

Customer Value Management

We are currently seeking a high caliber professional to join our department as Senior Analytics Transformation and Customer Relationship Management Manager.


Principal responsibilities 

  • Oversee the customer relationship management function by leading a team of professionals to direct business development with a focus on Retail Banking and Wealth Management customers
  • Master customer contact strategies aiming to profitability growth, deepening and retaining customer relationship across propositions, products and distribution 
  • Ensure the transition of customer contact plans and tactics into relevant distribution channels to deliver business targets within capacity and budget constraints
  • Champion key projects including the design and development of multi-channel contact management platform for sales and services and effective integration of customer value, analytics, and modelling in the context of the customer life cycle management
  • Collaborate with business users and channel teams to drive business cases on providing the next best action to customers via omni-channel customer decisioning and deployment capability. Establish the business case result with regular review
  • Collaborate with business stakeholders to implement the integrated contact decisioning strategy and Business Target Operating Model (across business, channels, and Marketing), and offers management across multi-customer touch points. 



  • University Degree in Economics, Mathematics, Statistics, Operations Research or a related discipline
  • Minimum of 15 years’ experience in customer value, analytics and modelling applications in the context of the customer life cycle management across multiple distribution channels
  • Good knowledge of the application of event triggers and advanced statistical techniques
  • Ability to challenge practices and gain consensus between legacy approaches and/or conflicting priorities
  • Ability to communicate with impact, with the capacity to ensure complex information is articulated in a meaningful way to a wide and varied audience
  • Entrepreneurial mindset with strategic thinking, excellent leadership, organizational, problem –solving , influencing and communication skills
  • Excellent project management skill and knowledge of MS Powerpoint
  • Proficiency in both English and Chinese
  • Great sense of ownership and servicing mindset to ensure efficient and effective customer service processes 

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#0075
  • N/A
Job Function
Employment Term
  • Permanent
  • Full-time
  • 15 years - 20 years or above
Career Level
  • Senior management level
  • Degree