Head of Services Management and Staff Experience

Head of Services Management and Staff Experience

Hang Seng Bank
10-13 years
Not Specified

Job Description

Branch Networks, Wealth & Personal Banking
We are currently seeking a high caliber professional to join our department as .
Principal responsibilities:
  • Identify opportunities, formulate and implement customer centric service initiatives so as to improve service quality and operational efficiency at branches through effective planning and active progress monitoring.
  • Build and maintain close collaboration with internal stakeholders to drive smooth implementation of streamlining initiatives and seamless customer journey with reference to day-to-day branch escalations and customer feedbacks.
  • Drive initiatives to deepen engagement with frontline staff for higher work efficiency.
  • Drive procedural enhancements to uplift branch services and customer satisfaction
  • Keep abreast of market developments and drive enhancements to maintain Bank's competitiveness in service excellence
University degree in Business Administration or other relevant qualifications Minimum of 10 years experience in retail distribution with solid leadership and people management experience Strong negotiation, problem-solving and interpersonal skills Self-motivated with an ability to work under pressure Great sense of ownership and high level of customer centricity mindset with dedication to deliver exceptional quality services for customers Proficiency in both English and Chinese with sound knowledge of application software
Job Source : www.hangseng.com

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