• Supervise junior hotline service staff in providing professional hotline service to the public and tenants 
• Manage a team of CS staff in China
• Plan and administer daily manpower arrangement and provide on-the-job training & coaching for service excellence 
• Prepare reports and present data analysis summary for service review to management levels
• Perform administrative and ad-hoc duties as assigned 
• Occasional travel to China is required

• Good negotiation, communication, interpersonal and organization skills with strong leadership and customer focus 
• Diploma holder or above, preferably in Business-related disciplines 
• Minimum 5 years of experience in customer service industry of which at least 1 year in supervisory or coaching role 
• Experience in tele-sales or with sales background is preferred
• Pro-active and creative personality
• Good command of written and spoken English and Chinese (including Putonghua) 
• Proficiency in MS applications (Power Point, Word, Excel and Chinese Word Processing) 
• Immediate availability is highly preferred

 We will offer you...

• A Career opportunity with the market leader in health product sector.
• Casual wear everyday to enjoy your work.
• Fun working culture with challenges to learn and grow together
• Career with the market leader in health product sector from Hong Kong
• Rapid growth opportunities for strong performers
• Attractive staff purchase discount to experience our quality products.

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 - Wealth Sales 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 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. We are currently seeking high caliber professionals to join our Wealth Sales Distribution as Senior Investment Consultant Principal responsibilities Conduct customer portfolio analysis to identify cross-selling investment products opportunities Implement and participate in promotion programs to acquire new and retain existing investment business Achieve the sales target by collaborating with Customer Relationship Managers to conduct pre-case study, share sales tactics on FX and structured products and carry out joint-call activities proactively Maintain a high standard of customer service and react positively to customer requests Support branch sales by sharing sales tactics and providing briefing sessions on investment products Conduct tele-prospecting to explore new business opportunities, and provide follow through services to customers, update compliance requirements and provide market updates to sales staff Requirements University degree in Business Administration or other relevant qualification Pass the Hong Kong Securities Institute Licensing Examination and IIQE and fulfill the competency requirements to carry out regulated activities as defined under the Securities and Futures Ordinance Minimum 3 years' relevant experience in retail banking, with good knowledge of investment products Good customer service orientation, interpersonal and communication skills Strong self-motivation and ability to work independently Proficiency in both English and Chinese Customer centric mindset and ability to manage complex interactions effectively Shown strong situation awareness, strong desire to learn and able to work in Agile environment Advocate of openness, able to create a cohesive teamwork and inspire others High level of customer centricity mindset with dedication to deliver exceptional quality services for customers (Candidates with more experience will be considered for the position of Assistant Manager, Investment Product Specialist; for candidates with solid exposure to Mainland market segment, we may consider to post them to Cross Border Banking Services Team) 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.

Roles and Responsibilities: Governance and Control Conducts periodic audits to ensure the POS transactions are properly performed and adhere to all regulation’s requirements and company’s rules and guidelines Support Risk Management & Compliance / Internal Audit in various activities including but not limited to annual / add-hoc auditing activities, annual regulatory reporting Monitor and ensure the controls in POS function are effective and up to date. Formulate & implement plan to revise existing controls or add new controls if deficiency is noted. Support reporting activities on control monitoring Project Support or non-routine task Liaise with respective teams / departments to implement risk Management & Compliance related initiatives or projects in order to embed risk & compliance requirements in day-to-day business operations of POS Organize and provide training to internal staff, business partners or agencies Formulate & revise guidelines & procedures manuals Arrange migration of operating procedures to outsourcing partners   POS Case Management & Monitoring Review & approve cases suggested from subordinates or referred by Compliance Conduct resources planning, allocate team workload and monitor the productivity, quality & efficiency of the team Other responsibilities Perform other responsibilities and duties periodically assigned by supervisor in order to meet business requirements Minimum Job Requirements: University /College graduate plus 6 - 8 years relevant experience with 2 years supervisory experience OR Form 5 graduate plus 8-10 years related experience Experience in Risk & Compliance function of life insurance company Proficient communications skills to effectively explain POS processes & procedures to staff and other touch points Effective problem-solving skills Strong leadership and team building skills Customer oriented You are required to obtain the relevant license(s) if your job involves regulated activities

Roles and Responsibilities: Data Remediation Project Help to drive and lead the data quality remediation exercise and project associated with the follow up actions data quality findings Work with compliance team to understand the follow up items requirements, including but not limited to data patching / remediation project, data collection project via AIA Connect, enhancement of Business nature for corporate customers Work with key stakeholders to collect user requirements / technical / specification requirements, implementation timeline and UAT Provide key metric for project success and track and report on project progress Engage and support all stakeholders to ensure timely and efficient delivery of outcomes for data governance project Group CDEs Project Help to drive the Group CDE project from operation perspective Work with key stakeholders, including IT, Compliance team to support the CDE gap analysis, CDE definition and CDEs measurement metrics, etc. Co-ordinate with compliance, IT and operations team on the overall implementation timeline, including UAT and production schedule Develop Key metrics for project success and track and report on program progress Engage and support all stakeholders to ensure timely and efficient delivery of outcomes for Compliance related initiatives OCMD (Operation Customer Master Database) Project Support the launch of the OCMD project by communicating with key stakeholders on the data remediation workflow and procedures Help to define and setup the benchmarking requirement of the regular data remediation exercise Other Responsibilities Provide support on the planning of Compliance related initiatives including allocating resources, identifying potential risks and setting up expected deliverables Carry out ad-hoc analysis and preparation of management presentation materials Minimum Job Requirements: University degree holder (preferably in insurance, computer science and business fields) with minimum 5 years of working experience in insurance companies Strong communication, stakeholder management and leadership skills, able to motivate, coach, drive project progress Excellent command of spoken/written Chinese (Cantonese and Mandarin) and English Excellent analytical skills, strategic thinking, able to contribute simpler and faster solutions and always puts customer at the center of decision making and day-to-day operation Proactively provides simpler, faster, more connected and agility solutions with strong stakeholder and relationship management skills Obtain relevant license is required if the job involves in regulated activities

Roles and Responsibilities: Data Stewardship Act as SME of operations data and assist the development of centralized database. Identify Critical Data Elements (‘CDEs’) & monitors data quality. Perform root cause analysis of data quality issues. Data Governance and Control Assist data owner on access request, including but not limited to review/ assess request legitimacy, keep log and regular review on the request validity. Assist on data quality tracking across different business functions within Operations e.g. reviews platform alerts and audit logs. Report high risk issues to relevant committees. Execute data remediation plans to uplift data quality. On-gong maintenance of G&C platform to ensure the information is up-to-date and access right control is duly maintained. Data Framework Strategy Implement minimum data standards and/ or procedures in Operations. Centralize and align data user requirement on data structure, data fields, data mapping etc in relation to new requirements that are relevant to new data field collection and capturing across ALL applications / policy adm systems within AIA Operations. Ensure data consistency and data fields values alignment among ALL operations systems. Others Perform and handle other responsibilities / jobs /projects / market research /initiatives assigned by manager to meet operational and the company’s business strategic growth. Carry out ad-hoc analysis and preparation of management presentation materials. Minimum Job Requirements: University graduate in any discipline with 7 years working experience, or HKALE holder or equivalent with 8 years working experience, or HKCEE / DSE holder or equivalent with at least 10 year’s working experience. Qualification with HK Insurance Intermediary Examination Paper 1,2, 3 4 and 5 or equivalent is an added advantage. Knowledge and experience in operation data management is an added advantage. Experience in insurance services and operations in underwriting/claims /policy owner service is preferable. Proficiency in MS Office. Attention to details, problem solving and negotiation skills. Good command of both written and spoken English. Ensure team members who perform regulated activities have obtained the relevant licenses and fulfilled the licensing requirements. You are required to obtain relevant license if your job involves in regulated activities.