Job description A Career with Hang Seng Bank Hang Seng is committed to service excellence. Our people are our most important asset and play a vital role in our efforts to continually enhance our performance for customers and provide best-in-class products and services. We seek to attract high-calibre talent by offering a dynamic working environment, good career development opportunities and competitive compensation packages. Customer Value Management We are currently seeking a high calibre professional to join our department as Manager, Customer Relations . Principal responsibilities Handle customer complaints related to retail banking products from all channels Directly deal with cases referred from regulators responsively and timely Conduct detailed and thorough investigation into complaints with internal and external parties independently and strictly in accordance with guidelines Propose resolutions to complaints and ensure they are in line with the overall business strategic goals Prepare investigation report, and provide verbal / written reply for customer complaints in a timely manner Analyze customer feedback and root causes of complaints, identify areas for improvement and recommendations for enhancing service quality Detect and raise if there is any compliance issue in customer complaints Requirements University degree in a related discipline or relevant experience Minimum of five years' work experience including three years or more in complaint handling or has a good understanding of service excellence Previous experience in regulatory and/or financial institution is preferred Strong self-motivation with good communication, negotiation and interpersonal skills Strong driver role and ownership to deliver result within tight timeline Proficiency in both English and Chinese Great sense of ownership and servicing mindset to ensure efficient and effective customer service processes Visit Hang Seng Career Page and sign up with our Talent Community to receive the latest information about our career opportunities in Hang Seng Hong Kong. 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.

Responsibilities: Devise analytics report to track digital footprints along inMotion App to understand customer behaviours and generate actionable insights Devise digital portfolio MIS and derive effective relationship deepening initiatives to achieve digital business KPIs (e.g. MAU, digital sales, channel revenue, etc.) Design and launch effective digital engagement campaigns to continuously improve campaign response rate, product penetration and thus sales conversion  Support User Acceptance Testing (UAT) for new digital projects / innovation Initiatives Manage owned digital asset to deliver the best customer experience across major digital platforms (Public Website, inMotion, Personal Internet Banking, WeChat CNCBI Account, etc.) Responsible for social listening and monitor / respond to customer feedbacks of App Store Work closely with internal and external stakeholders to ensure smooth implementation of new product / initiatives launch in compliance with internal guidelines and regulatory requirements.   Requirements:   Degree holder in Finance / eCommerce / Computer Science / Data Analytics or related disciplines Minimum of 4 years of relevant experience in banking/finance industry, preferably in digital banking / Fintech development. Experience in Website / Mobile App content management / CRM or data analytical tools is preferred Methodologies and coding skills to track website traffic and analytical report generation is a bonus

Role summary: You will play a critical team leadership role to lead a Contact Centre team and contribute to the success of the key strategic iniatives with this Top Tier Insurance Organization. Your Roles: Lead and manage the Contact Centre team to deliver excellent customer experience in accordance with quality standards Drive the strategic directions to achieve the higher level of productivity and customer insights Assist to provide strategic views to plan and execute the business's key strategic initiatives Strive to achieve the Customer Contact's target Lead the management and review service experience related to ensure the processes of overall service experience is met Supervise and keep abreast of the regulatory requirements to ensure policy and process compliance in all aspects of service operations Grow and retain valuable staff by providing clear guidance and positive feedback with support by providing career development opportunities Work closely with leadership team to establish a culture of High Performance across HK Your Requirements: Bachelor's degree with at least 13 years' experience in Customer Service, Operations of Call Centres/ Service Counters and at least 6 years of experience in managing a contact centre team Knowledge of the latest developments of best customer experience and relevant tools Motivated, independent and a team player, experienced in working with senior management Good interpersonal communication, leadership and presentation skills Proficient in English and Chinese, spoken and written If you are interested in this role, please click "APPLY" or send your updated CV to me at [email protected]. Only the shortlisted candidates will be notified. All personal data collected will be kept strictly confidential and will be only used for recruitment purposes. For more job openings, please visit https://www.connectedgroup.com/ #ConnectedGroup #CGis25 #2023momentum

about the company. Randstad is working with a insurance firm with sizeable business at global. They provide multi-line insurer for both people and businesses. Now their IT department is looking for an experienced Information Security Analyst to join them. You will mainly support the IT Security governance activities across Hong Kong and China business. about the job. Ensure the Global/Regional missions related to information security are consistently and effectively executed across the APAC region. Ensure a solid understanding and effective management of IT security controls, taking necessary actions to address any identified gaps. Validate the security metrics provided by the Group and take proactive steps to resolve security issues, including vulnerabilities, coverage of security technologies, application security, and technical control compliance. Collaborate with the Risk Management team to evaluate and assess the level of Cyber Risk exposure for business units, working together to implement appropriate risk mitigation measures. Work closely with relevant parties to conduct IT security assessments and take necessary actions to address any identified issues. Collaborate with the Global Application Security team to ensure that IT security controls are implemented at every stage of the application development process. skills & experiences required. A bachelor's degree and around 4-6 years of relevant experience in information security, preferably in a multinational working environment. Additional qualifications such as CISSP, CISA, and/or CISM are advantageous. A good understanding of operating system platforms and security models, as well as a broad range of IT technologies and processes including databases, networking, web/application security, change management, SDLC, and disaster recovery. Sound knowledge of common IT security tools. Strong communication skills in both written and spoken English and Chinese (Cantonese and Mandarin). The ability to effectively explain security concepts to both technical and non-technical staff is important. how to apply. To apply online, please click on the link below. Alternatively, for a confidential discussion please contact Pauline Peng at [email protected]

​Responsibilities: Promote and cross-sell retail banking products through proactive business solicitation and relationship building with customers Provide quality and value-added services to the customers Assist in daily branch operations and perform annual review on loan accounts Maintain awareness of operational risks and adhere to relevant policies and guidelines Requirements: Secondary education or above with minimum 3 years of relevant experience Qualification of HKSI, IIQE and MPF preferred Candidates with less experience are also welcomed With Enhanced Competency Framework (ECF) qualification is preferable

Main Duties Responsible for attending to all invited clients and guests at Bank of Singapore centre. Acknowledge all clients upon arrival. Escort clients to the meeting suite. Interact and communicate with clients as needed. Support daily operations of our Client Centre at IFC. Attend to all aspects of service and request by the clients and their bankers. (Example: Making reservation for dining, hotels or concerts. Arrange for transportation or travel arrangements for sightseeing. Provide information on flights details, places of interest etc.) Anticipate client needs and respond promptly. Maintain positive client relations and ensure client satisfaction at all times. Manning the Client centre reception counters, re-direct calls as appropriate and take adequate messages as per the bank’s standard operating procedure. Manage bookings of meeting rooms for Clients and external guests. Offer a selection of drinks and services correspondingly throughout client’s meeting.  Hands-on preparation and serving drinks/food to clients. (Including food plating and dinning services during snacks/lunch request) Maintain cleanliness at the Client Centre in all meeting rooms, waiting areas and pantry. (Including clearing serve wares, clean table, replenish necessity items, rearranging of chairs etc)  Provide administrative and logistical support to the Service Ambassador’s team. Assist with company or client offsite events when require. Any other ad-hoc duties/ tasks assigned. ​Requirements: At least 5 years of customer/hospitality service experience Customer focused and proactive, able to communicate professionally and with confidence. Bubbly and sociable individual. Be immaculately groomed and exceptionally well presented. Calm, efficient, and organized with great attention to detail. Professional manner with an emphasis on passion for delivering exceptional high levels of hospitality/guest service. Proficient in written and verbal communication skills. Computer literate and able to navigate through Company systems Ability to multi-task while maintaining a positive attitude. Is able to prioritise tasks and see tight timelines as a challenge Is able to work on a rotating roster.

Job Description: To handle hotline enquiries from customers and distribution channels regarding HKMCA’s product and services, and conduct post sales calls; To support customer service counters and handle written reply with respect to customer concerns and requests; To provide excellent end to end service with customer-oriented mindset and respond to customer feedback in a professional and timely manner; To provide appropriate solutions and alternatives, manage customer dissatisfaction and handle complaint cases as assigned by supervisors; To commit to departmental service standards and key performance indicators; To proactively study relevant industry trends, regulatory changes and make enhancement recommendations where necessary; and To perform ad hoc tasks as assigned by supervisors from time to time. Requirements: Degree holder in Business Management, Communications or related disciplines; Insurance Intermediaries Qualification Papers 1 & 3 is a must. Other professional insurance qualification (e.g. FLMI or ACS) is an advantage; A minimum of 3 years’ relevant experience in customer service and life insurance operations; Familiar with policies, guidelines and regulatory requirements for life insurance; Good command of both written and spoken English and Chinese, including Putonghua; Excellent customer-service mindset with effective interpersonal and communication skills; Strong sense of responsibility, detail-oriented, self-motivated, able to work under pressure and provide deliverables in a timely manner; and Strong analytical, problem solving and presentation skill. Interested parties please send your full resume stating your current and expected salary by 14 December 2023. Please visit https://www.hkmca.hk/eng/about_us/careers.html for other application methods. Please ensure that all information provided to the HKMC Group is accurate, complete and updated. Data provided which is inaccurate or incomplete may influence the process and outcome of the recruitment exercise. Please read the HKMC Group Personal Information Collection Statement for Job Applicants at the HKMCA website before completing the application form. Personal data collected will be used for recruitment purposes only. Candidates not invited for interview within 8 weeks may consider their application unsuccessful.

Well established international Asset Management Firm Excellent Career Opportunity Our client is an international asset management firm with an unparalleled reputation across the Asia Pacific region. With the continued growth of the organization, the need has arisen to recruit a high caliber candidate to join them. Responsible for partnering with the regional team leaders to design and implement world class customer management programs that leverage data and insights and are built for the customer. Accountable for implementing the global customer experience vision, strategic direction and subsequent delivery of longer-term holistic plans in the segment. As a change agent and help the segment identify, prioritize, and guide the implementation of the most impactful customer experiences, while aligning to global vision and strategy. Drive the development and execution of the strategy that centers around the customer, which includes a specific focus on the Service & Experience priority. The role includes driving transformational change in how to deal with the customer, focusing on delivery of an excellent customer experience while using technology to digitize the customer journey and provide a more user-friendly experience. Partner with regional leaders and customers to develop, design, and execute on winning customer experience vision and roadmap across all customer facing touchpoints. Utilize market knowledge, customer insights, data and logic to build out strategies and programs that will result in increased multi product holding, higher NPS and reduced attrition. Ensure teams deliver an excellent service experience across different product lines and ensuring lean processes so that the overall experience is improved through simplifications. To be considered, you should be a university graduate with a minimum of 10 years of relevant experience in financial industry. Proven record of delivering customer experience programs and initiatives. Ability to work in a complex environment providing simplification to the customer experience. Experience in the use of change management strategies, tools and techniques to influence adoption and execute change, and adaptability to lead in transformative environment. High level of data understanding and customer focused insight analysis- NPS, HCD and impact on business functions. Sound knowledge of emerging technology and business trends in the area of digitization and lean processing. Demonstrated ability to develop and implement multi-faceted strategies including omni-channel delivery of the customer experience. Strong verbal and written communication skills in English and Chinese. Interested applicants should send a detailed resume to Michelle Ho by email to [email protected] quoting reference eFC3527. (Applicants not contacted within 4 weeks should consider their application unsuccessful.)