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. Retail Distribution Hang Seng's Retail Distribution focuses on personal wealth management and financial services. Our one-stop wealth management initiatives are designed for both our affluent and mass integrated account customers. With more than 170 branches and automated banking centres, including over 50 Prestige Banking Centres for our high-end personal customers, we serve over half of the adult population, offering an extensive range of products. We are currently seeking a high caliber professional to join our team as Executive Customer Relationship Manager. Principal responsibilities Provide financial planning services to high-net-worth customers Provide personalised service for this segment of customers to build and maintain good relationships Promote investment, insurance and banking products for optimising new business opportunities Assist the team head in providing coaching to Relationship Managers Manage operational risk and observe the relevant policies /guidelines and compliance requirements Requirements University degree in a related discipline OR professional qualifications such as CFA, CFP or CFMP is preferred Passes in the Insurance Intermediaries Qualifying Examinations / Hong Kong Securities Institute Licensing Examinations Fulfilment of the competency requirements to carry out relevant regulated activities as defined under the Securities and Futures Ordinance Minimum of five years' experience in selling investment, insurance and banking products Strong sales and customer orientation, with good communication and interpersonal skills Strong self-motivation and ability to work under pressure Proficiency in both English and Chinese, with proficiency in Putonghua an advantage High level of customer centricity mindset with dedication to deliver exceptional quality services for customers Primary location shows in a job posting does not refer to work location, the branch placement is subject to the final decision by RSS Management We are hosting a Customer Relationship Manager (Retail Banking) Virtual Recruitment Talk on 14 July 2022 (Thursday). The Bank invites you to join this interactive session to learn more about life as a Hang Seng RM, including career development and progression opportunities, as well as information on Hang Seng's culture and approach to business. Registration: https://hsbc.zoom.us/webinar/register/WN_vwRKxOUOQUyL7W0DvONFVg to register by 13 July 2022, Wednesday If you would like to explore other opportunities at Hang Seng Hong Kong, please visit www.hangseng.com/careers/ for details. 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.

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. Retail Distribution Hang Seng's Retail Distribution focuses on personal wealth management and financial services. Our one-stop wealth management initiatives are designed for both our affluent and mass integrated account customers. With more than 250 branches and automated banking centres, including over 50 Prestige Banking Centres for our high-end personal customers, we serve over half of the adult population, offering an extensive range of products. Primary location shows in a job posting does not refer to work location, the branch placement is subject to the final decision by RSS Management We are currently seeking high caliber professionals to join us as Branch Service Executive I (C) Our employees are the most valuable resources in the bank. We are committed to providing you with the optimal workplace experience. Here is a taste of what we have on offer: Attractive basic salary with monthly counter service allowance Healthcare insurance coverage including yourself and your family Retirement benefit scheme with employer's contribution Employee Share Purchase Plan Work-life balance: 18 days paid annual leave plus other categories of leave entitlements e.g. birthday, marriage, maternity and paternity, study, volunteer work Preferential interest rate for staff housing loan of up to 100% of property valuation or purchase price Recognizable corporate training and development program Progressive career advancement opportunities Principal responsibilities Provide quality service through efficient and customer-friendly counter transactions Support the excellent service delivery and ensure remarkable customer experience Deliver banking services and solutions by understanding customer needs and making appropriate referrals Support branch operations & services and adhere to relevant guidelines and procedures Promote e-service registration & improve penetration, and deliver Multi-Channel Engagement Be a change agent to drive business and servicing model transformation Requirements • Associate degree / Higher diploma holder; or HKCEE / HKDSE (with at least five subjects at Grade E / Level 2 / "Attained" or above including Chinese, English and Mathematics) plus work experience; or less academically qualified candidates with relevant work experience will also be considered • Strong service orientation with good interpersonal and communication skills • Self-motivated, attentive to detail, eager to learn with positive attitude • Strong level of customer centricity with change mind-set to cope with the on-going business transformation • Proficient in both English and Chinese, with ability to communicate in Putonghua an advantage • High level of customer centricity mindset with dedication to deliver exceptional quality services for customers If you would like to explore other opportunities at Hang Seng Hong Kong, please visit www.hangseng.com/careers/ for details. To apply, please read carefully the ' Note on Collection of Personal Data and Information ' available in the careers page of our Hang Seng website: www.hangseng.com and submit your online application by clicking "Apply Now". You can also visit our website for further details about career opportunities with the Bank. Applicants who are not contacted within one month may consider their applications unsuccessful. 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.

Job description A Career with Hang Seng 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. Hang Seng's Retail Distribution focuses on personal wealth management and financial services. Our one-stop wealth management initiatives are designed for both our affluent and mass integrated account customers. With more than 290 branches and automated banking centres, including around 60 Prestige Banking Centres for our high-end personal customers, we serve over half of the adult population in Hong Kong while offering an extensive range of products to our valued customers. Could you find your future in your present? Through our new Accelerating Wealth Programme (AWP), we are supporting you to become our Relationship Managers of the future. The AWP prioritises transferable skills over experience and qualifications and enables you to kick-start an exciting career in our fast growth Wealth business, irrespective of your professional background. Building on your transferable skills, the AWP will support you to develop the wealth and client skills required to succeed as a Customer Relationship Manager. With the full support of the bank, you will gain the qualifications and develop the technical skills required for the role. On completion of the programme, you'll be a qualified Relationship Manager, where you'll playing a key role in helping our clients to grow, manage and preserve their wealth. You can find out more about the programme and the eligibility requirements at https://www.hangseng.com/en-hk/about/careers/our-business/ Come on this exciting journey with us and accelerate your future. Principal responsibilities This is a client-facing role where professionalism, client focus and a broad understanding of the fundamentals of financial planning are critical to your success. Working with branch colleagues and direct teams, you'll manage an active portfolio of clients. You'll regularly review your clients' portfolios of financial products to ensure they are suitable to meet their needs and, by means of your proactive approach and ability to add value and secure their loyalty. You'll review your existing clients' financial needs and optimize new business opportunities and acquire new clients by understanding their financial needs and establishing yourself as a trusted advisor. Looking for opportunities to conduct wealth reviews and delivering wealth solutions as an adviser are amongst the key activities required to achieve your goals. You'll consistently deliver high standards of personalized service for your clients to build and maintain good relationships. You'll refer your client needs to another team as appropriate if the client request is outside your service offering. You'll ensure achievement of the business performance measures and plan. In delivering the business objectives you'll maintain the levels of operational integrity required by the bank and observe relevant policies/guidelines and compliance requirement. You'll create and maintain an environment and relationships where you and the wider team to maximise performance in achieving the business objectives. Requirements Requirements You'll need to demonstrate the following transferable skills required for the role: Connectivity : Maximising the impact of building new and effective working relationships across Hong Kong and GBA Communicating with Impact : Applying the core principles that underpin all forms of communication. Growth Mindset : Growth mindset is the personal belief that skills and abilities can be developed through dedication and hard work. A growth mindset is viewing setbacks and failures as building blocks, feedback and insight for future success. Growth mindset is the belief of "not yet." Through practice, overcoming challenges, and a focus on learning, goals can be obtained with a growth mindset. Data Literacy : Ability to interpret, understand and communicate data as information. Critical Thinking: Identifying how to break down complex problem or issue into smaller components, using right questioning techniques to identify root causes and arrive at solutions. Design Thinking : Ways of thinking outside the box, for e.g. introducing new and innovative ideas to solve a problem or bring in efficiency. High level of customer centricity mindset and ability to manage complex interactions effectively Eligibility University level education is an advantage OR HKCEE / HKDSE (with at least passes in Chinese and Mathematics OR English and Mathematics at Grade E / Level 2 / "Attained" or above) plus relevant work experience 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. LI-AP1 #LI-HASE

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. We are currently seeking a high calibre professional to join our department as Senior Analytics Manager, Customer Data Analytics & CRM . Principal responsibilities: Lead a team of data & analytics professionals to drive the development and commercialization of data-driven analytics solutions across full customer life cycle and multiple distribution channels for profitability growth, deepening and retaining customer relationship. Manage end-to-end data & analytics initiatives from ideation, design & development, deployment & commercialization in an agile working model. Drive commercialization of analytics solutions by defining and tracking value-add in tangible & quantifiable measure. Ensure timely and quality analytics deliverables to satisfy business needs effectively under the dynamic business environment. Collaborate & influence a wide range of partners / stakeholders from technology, business owners as well as senior management. Drive team development, cultivate innovative environment and uplift analytics capability through effective application of modern big data, machine learning methodology and visualization tooling. Adhere to HSBC policy, procedures and control requirements applicable to day-to-day working, exceptional and project activities. Requirements Requirements: University degree in Statistics, Mathematics, Computer Science, Information System or other related discipline Minimum 10 years' banking experience in data analytics for customer life cycle management across multiple distribution channels Solid experience in translating analytical outputs into business strategies and activities with effectiveness measurement and learning Excellent leadership, strong organizational, problem-solving skills underpinned by a customer centricity mindset Effective communication, stakeholders management, interpersonal & presentation skills Ability to drive change through well-developed influencing and negotiation skills Self-motivated professional, passionate to drive analytics vision, innovation and transformation for impactful business results Proven experience in people management Experience in Python/R, SQL/BigQuery, Tableau/QlikSense on environments such as AWS, Google Cloud Platform (GCP) a plus 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.

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-caliber talent by offering a dynamic working environment, good career development opportunities and competitive compensation packages. Marketing - Customer Propositions and Management Hang Seng's Marketing function is responsible for formulating marketing strategies and implementing marketing initiatives to reinforce the brand of Hang Seng Bank, drive acquisition and usage of the Bank's product and services, strengthen customer loyalty to build long term relationships, and provide internal business units with marketing support to deliver a comprehensive suite of products and services offered by the Bank. We are currently seeking a high caliber marketing professional to join us as Assistant Customer Propositions Manager. Principal responsibilities Assist to develop proposition-related projects or initiatives to enhance segment awareness and expand market share for Private Banking, Prestige Private, Prestige, Preferred and other strategic segments Assist to review customer journeys in collaboration with internal teams to drive effective engagement and stickiness Conduct regular competitor analysis and maintain abreast market information for on-going refinement of designated segment propositions Collaborate with different business units to implement proposition initiatives, to ensure the proposition is properly delivered to customers with most optimal approach Perform other responsibilities / duties as assigned by respective manager Requirements University degree in Business Administration, Marketing OR other relevant qualifications Minimum of 3 years' experience in marketing, with exposure in Customer Segments and knowledge of banking / event management or investment products preferred Experience in above and below-the-line marketing programmes development, with knowledge of marketing communications, customer acquisition, retention and/or event management a definite advantage Customer-oriented with strong business acumen and analytical skills Positive, flexible and self-motivated individual with good project management and interpersonal skills 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. #LI-HASE

Core Responsibilities Provide excellent customer service on all products suites offered by the Company with promptness and high degree of accuracy. Deliver quality customer care and services, handle enquiries or complaints through letters, telephone calls, emails, walk-in and interactions with brokers and/or alternate distribution channels. Meet targets set for speed, accuracy, quality, clarity and empathy, with minimal supervision, in particular demonstrating a “problem solving” and “can do” mentality to meet the needs of our customers at all times. Act proactively to respond to enquiries, or complaints through setting customer expectations and meeting agreed deadlines. Execution of customer retention programs and identify cross-selling opportunities proactively. Achieve KPIs set by the Company. Collect feedback, reflect customer needs and their expectations on the Company to team supervisor. Maintain an understanding and awareness on key aspects of life insurance, legislation, compliance and the market. Recommend changes to procedures/processes for ongoing improvement of customer services and participate in their implementation. Produce and validate activities report and make necessary changes. Assist other members of the team to design and update manual, procedures, operational forms, documentation and reports of the Life/Asia System, their upcoming modifications and other related systems. Participate in company projects as necessary, including testing of new systems and products and any other ad hoc job arrangements. Develop and maintain an accurate filing system for the division. Build strong relationships with key customers, colleagues, intermediaries and other external contacts. At all times taking full ownership of any issues and enquiries. Qualifications/Experience University graduate. At least 5 years of experience in the life insurance industry customer service. Pass in IIQE Paper 1, 3 and 5 and fulfill the “Fit and Proper” criteria of GL23 to become an individual licensee. Supervisory experience is preferred. Self-motivated, a quick learner and a good team player. Mature, good telephone manners and good disposition. Can deal with customers and distributors face to face, on the phone and or written correspondence. Good knowledge of insurance and/or investment products. Good problem solving skills. Excellent organizational and interpersonal skills. Work well under pressure and be able to complete task at a timely manner. Ability to work unsupervised, to work on own initiative and prioritise work. Good command of both written and spoken English and Chinese (Cantonese and Mandarin). Good knowledge of Microsoft word, Excel, PowerPoint and Chinese Word Processing. Open to candidates with MPF background only

Responsibilities:   Develop and implement customer due diligence policies, procedures, and controls in line with regulatory requirements and industry best practices. Oversee and manage the customer onboarding and ongoing monitoring process to ensure compliance with AML and KYC regulations. Lead a team of customer due diligence professionals, providing guidance, coaching, and performance feedback. Collaborate with cross-functional teams, including Compliance, Legal, Risk, and Operations, to ensure a seamless customer due diligence process. Stay updated on industry trends, regulatory changes, and emerging risks related to customer due diligence, and incorporate them into the bank's procedures and frameworks. Conduct periodic reviews and assessments of the customer due diligence program to identify areas for improvement and implement necessary enhancements. Develop and deliver training programs to educate bank employees on customer due diligence requirements and promote a strong compliance culture. Act as a subject matter expert on customer due diligence matters, providing guidance and support to internal stakeholders. Foster strong relationships with regulatory bodies and participate in audits and examinations as required. Monitor and analyze key performance indicators related to customer due diligence to ensure operational effectiveness and efficiency.   Qualifications:   Bachelor's degree in Finance, Business Administration, or a related field. A relevant professional certification (e.g., CAMS) is preferred. Proven experience (7 years) in a similar role within the banking industry, with a focus on customer due diligence and AML/KYC compliance. In-depth knowledge of AML and KYC regulations, guidelines, and industry best practices. Strong leadership and managerial skills, with the ability to effectively lead and develop a team. Excellent analytical and problem-solving abilities, with a keen attention to detail. Exceptional communication and interpersonal skills, with the ability to collaborate and build relationships with stakeholders at all levels.  Fluent in English and Chinese is a must. Ability to work in a fast-paced and dynamic environment, managing multiple priorities and meeting deadlines. Proficient in using customer due diligence systems and software.

Key Responsibilities: Work with business as 1st level technical contact, understand and analyze product related problems and work towards the resolution. Work with regional broker-dealers and exchanges on behalf of our clients to resolve trade-related issues via FIX protocol. Actively identify incidents and manage incident resolution process Work with appropriate support providers to analyze root cause and provide permanent fix or temporary workaround. Escalate issues on a priority basis Proactive monitoring and management of business-critical systems, legacy applications, data handling and data delivery infrastructure to identify issues, trends and potential problem areas. Carry out tests in production, UAT and development scenarios Ensure compliance with departmental policies & practices. Requirments  Education/Qualifications:  B.Tech/M.C.A./M.Tech/M.S. Experience: 2-3 years in application support Mandatory Skills: Excellent communication skills in English– read, write, listen and speak Excellent problem solving, planning, organizational skills Hands-on experience with FIX protocol Basic knowledge of database, testing and networking Must be willing to help people, at all levels within the organization, solve problems with a patient and composed demeanour. Able to work according to a shift schedule. Preferable Skills: Previous experience in financial services a clear plus, but other relevant industries will be considered based on project depth. Exposure to electronic trading concepts & trading systems Technologies: FIX Protocol OMS/EMS JAVA Oracle DB Various server OS Platforms (Windows, Linux, Solaris etc) Scripting (shell, batch, powershell etc) VWware Citrix JIRA, Confluence, Lotus Note, Asana, Symphony, Workday, MS Team

• To improve and uplift service qualities
• Manage and coach call team to handle customers' order, inquiry or complaint
• Delivers quality mechanism and the measuring criteria to frontline service
• Work with different team to main a smooth daily operation
• Prepare monthly reports for management review
• Manage and assist in all ad hoc assignments as assigned
  
  本公司正透過勞工處推行招騁, 求職者請致電 2867 2346 查詢/安排面試
  [空缺編號: 27480]
  

• F6 / DSE level or above
• Minimum 2 years' relevant experience in customer service (Medical / Healthcare industry is preferred but not must)
• Strong competency working with CRM platforms to resolve customer issues
• Experience in leading teams in contact centre or fast-paced customer resolution environment highly desirable
• Customer-first service attitude, positive and strong communication skills
• Good command of written and spoken English, Chinese and Mandarin

About Mox Mox is built by and for the ones who aspire to live life to the fullest - we call them Generation Mox! The name Mox reflects the endless opportunities we can create, - Mobile eXperience; Money eXperience; Money X (multiplier), eXponential growth, eXploration...it's all up for us to define together. Why Mox Everything at Mox - from our products, features, to rewards - is designed based on customer research, tailor made for your needs. We care about what customers care about, especially in data security and privacy. Data ethics is core to everyone here at Mox. Mox rewards you with an array of banking and lifestyle benefits. Who says banking can't be fun? Who are we looking for? We are looking for a Senior Customer Care Officer (Investment) for our thriving Operations department! Responsibilities Handling all kinds of banking, credit, investment enquiries via phone/ chat/ email channels. Handling social media inbox. Handle escalation cases with investigation done. Support training, coaching and share the best practice to new joiners. Feedback and provide solutions to increase the efficiency within CS team. Escalate ad hoc incidents and propose appropriate actions to the management team. Tasks will be assigned per the business needs. Requirements Higher Diploma or above. 3 years' experience in contact center, preferably gained in the financial services industry & chat team. Knowledge of the major retail banking products, especially unsecured lending & investment. Possess customer centric and positive mindset with a can-do attitude. Native in Cantonese, and fluency in English to handle daily interactions with internal and external stakeholders. Good at written Chinese and English. Willing to work hands-on under a lean organization structure. Ability to multi-task, prioritize and manage time effectively; remain calm under pressure, especially during peak hours or intense situations. Basic knowledge of using Mac and OS, and the latest office cloud applications. Must need to hold a valid Type 1 HKSI license. Will consider as Customer Care Officer (INV) with less experience. To be eligible for internal referrals at Mox Bank, you must be referred by a full time permanent employee of Mox Bank.

At AIA we've started an exciting movement to create a healthier, more sustainable future for everyone. It's about finding new ways to not only better people's lives, but to better the communities and environments we live in. Encompassing our ambition of helping a billion people live Healthier, Longer, Better Lives by 2030. And to get there, we need ambitious people who believe in playing an important part in shaping that future. People seeking unmatched career and personal growth opportunities, who are driven to work with, and learn from some of the most inspiring and supportive leaders in the business. Sound like you? Then read on. About the Role Handles customer enquiries and complaints regarding all activities in operation process Roles and Responsibilities: Hotline Operation (75%) Handles customer enquiries and complaints regarding all activities in Operation process such as Underwriting, Policy Owner Service, and Claims for different line of business Reports problems, potential crisis and complaint to supervisor for service improvement Makes outbound call to customers for follow-up cases Executes empowerment guidelines Administrative Works (20%) Documents call activities in system Documents follow up items in log sheet or send email to AIAHK Business Partners Works closely with AIAHK Business Partners to resolve the complaints and uncertain issues Other responsibilities (5%) Performs other responsibilities and duties periodically assigned by supervisor in order to meet operational and / or other requirements Minimum Job Requirements: Secondary education graduate with 4 years working experience Candidates with higher academic qualification or more relevant working experience may be considered as Customer Service Advisor Minimum 2-3 years relevant experience in Insurance / Customer Service / hotline service Hands-on experience in customer service Basic insurance or MPF knowledge would be definitely an advantage Others: You are preferred to obtain the license of Insurance Authority (IA) (Paper 1,2,3 and 5) and Mandatory Provident Fund Schemes Authority (MPFA) (Paper 4) You are required to obtain the relevant license(s) if your job involves regulated activities Build a career with us as we help our customers and the community live Healthier, Longer, Better Lives. You must provide all requested information, including Personal Data, to be considered for this career opportunity. Failure to provide such information may influence the processing and outcome of your application. You are responsible for ensuring that the information you submit is accurate and up-to-date.

Responsibilities: Serve as a dedicated customer contact point to deliver quality end to end after-sales services to the bank's high net worth corporate and FI customers Deliver tailor-made and one-stop quality services by closely following up client's needs, conducting case investigation and system testing Serve as a client advocate to drive internal departments to deliver the best in class services to clients Responsible for implementation and refinement of different professional banking services, formulation of workflows, continuous monitoring and enhancement of services quality and pledges Conduct regular services calls / service reviews with clients to promote efficiency, look for service improvements and seek for further business opportunities Work as a team with product specialist and relationship manager to conduct client visits and business analytics, review product and services mix in order to achieve revenue growth Ensure compliance of the Bank's policies, related banking ordinances, and other statutory and regulatory requirements Requirements: Degree holder or above, preferably with Certified Six Sigma Green Belt or above qualification At least 10 years of solid corporate client service / relationship management experience in banking industry in which 7 years of the above experience relate to cash management, remittance, corporate internet banking, account opening and maintenance Previous experience in management role or multi banking operations functions is an advantage Excellent interpersonal and communication skills Excellent analytical and numerical skills Proficiency in Microsoft Office; possessing knowledge of Excel Macro is an advantage Good command of both spoken and written Chinese and English. Putonghua is an advantage

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.)