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.
Senior Customer Propositions Manager
Principal responsibilities - Design and strengthen value propositions for designated strategic segments (e.g. HNW, affluent, Emerging Affluent, Mainlander and other strategic segments, etc.) and build corresponding capabilities to support the proposition pillars through customer insights
- Develop customer life cycle management strategies from account acquisition (digital & offline account opening process), account activation, relationship deepening to anti-attrition, with the aim to grow customer base and deepen banking relationship
- Drive the development of digital on-boarding and anti-attrition journey with the collaborations with key stakeholders
- Collaborate with external partners to tailor different privileges, loyalty programs and events to induce customers' loyalty to the bank
- Work closely with product teams and channels to develop holistic engagement strategies to induce customer portfolio profitability
- Monitor program result and intake quality based on analytics and take respective actions to refine the strategy to achieve the assigned quality intake targets
- Oversee the overall budget for the department and monitor the day-to-day accrual, payment and reconciliation work
- Stay on top of compliance requirements in particular cross border related sales and marketing for the mainlander segment, competition law, and fair value principle and take timely actions to mitigate relevant risk posing to the bank, where applicable
Requirements - University degree in Business Administration, Marketing OR other relevant qualifications
- Minimum of 8 years' retail banking experience and familiar with customer or product acquisition
- A seasoned executive with leadership, excellent communication and influencing capability, and the ability to drive a diverse group including internal and external partners
- Possesses high sensitivity to the changing market dynamics in particular the high net worth and the mainlander segments in association with related compliance requirements
- Be able to deliver new or refined compelling propositions quickly for new revenue stream
- Good interpersonal & problem solving skills and with great sense of ownership to drive new projects from ideation to implementation
- Proficiency in both English and Chinese
- Great sense of ownership and servicing mind-set to ensure efficient and effective customer service delivery
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