Head of Business Transformation

Head of Business Transformation

Hang Seng Bank
Not Specified
Not Specified

Job Description


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 Business Transformation.
Principal responsibilities:
  • Transform the operating model of the contact centres to enhance customer experience and deliver business growth, for both Commercial and Retail banking
  • Lead contact centre specific strategic developments to deliver business objectives
  • Implement Group strategic and business programmes as directed by Global Contact Center Business (GCCB) as appropriate.
  • Maximise enhancements in contact centre capabilities riding on system upgrade and commercialise new system features to generate new business opportunities.
  • Strengthen contact centre analytics and overall project management
  • Execute Omni Channel Strategy
  • Drive contact center streamlining initiatives and ensures optimal solutions for operations support
  • Align people development to match up to business requirement and instill pride and loyalty
  • Act as the subject matter expert to provide transformational services and programme management within contact centres.
  • Manage the relationship with stakeholders in the Bank, Global Servicing Centres, Group counterparts and various external vendors or consultants.
  • Cultivate the change culture that promotes customer centricity, risk management, operation reengineering and resources optimization.
Requirements:
Solid experience in formulating contact centre strategies and transformation projects Strong change and transformation orientation. Embrace changes and overcome challenges. Outstanding project leadership, with excellent stakeholders management skills Ability to mobilize resources and achieve win-win solutions for all stakeholders Sound business acumen to support business growth Proficiency in both spoken and written English and Chinese Great sense of ownership and servicing mindset to ensure efficient and effective customer service processes

Job Details

Job Source : www.hangseng.com

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