Job ref no.: CT3130240-01#0063
Hang Seng Bank Limited

Senior Manager, Customer Management Transformation

Hang Seng Bank Limited

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

Principal responsibilities  

  • Responsible for the execution of Customer Management Transformation (CMT) and/or GBA projects 
  • Drive customer centric improvements based on customer insights
  • Support the formation of the CMT / GBA strategy and establish the governance framework
  • Define and track CMT / GBA KPIs 
  • Collaborate with internal stakeholders and manage external vendors to ensure an effective project implementation and post-launch management and oversight 
  • Manage external vendor relationship and system testing


  • University degree in Business Administration, Marketing or related qualifications
  • Minimum 15 years of working experience in the banking industry with a focus on GBA, marketing or customer experience
  • Excellent customer centricity mindset and understand customer voice so as to design good experience
  • Good understanding in data analytics and customer segmentation is preferable
  • Project management experience with track record to lead and build an initiative from scratch and to handle high level of ambiguity 
  • Excellent influencing skill in dealing with executive and senior level management and strong leadership across functional teams to drive improvement 
  • Strong knowledge with banking customer interaction channels for both retail and commercial customers including branches, contact centre, digital platforms, RM, etc
  • Sound decision making and capable to work under pressure
  • Open to change with ability to influence, engage and lead positively and in an inspiring manner
  • Proficiency in both English and Chinese; Mandarin has an advantage
  • 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. CT3130240-01#0063
Job Function
Employment Term
  • Permanent
  • Full-time
  • 15 years - 20 years or above
Career Level
  • Senior management level
  • Degree