Distribution Innovation and Experience Manager

Retail Distribution - Distribution Innovation and Experience

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 around 260 branches and automated banking centres, including around 50 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 a high caliber professional to join our department as Distribution Innovation and Experience Manager.

Principal responsibilities

• Work with Team Head in formulating strategies to reshape Branch and / or Contact Centre channels by incorporating technology, working with innovative partners and with the use of quantitative info (e.g. data analytics) or qualitative intelligence (e.g. frontline / customer feedback)
• Drive synergy on infrastructure builds to maximise reusability across Branches and Contact Centre, as well as all connected innovation solutions driven by the team, to best utilise in-scope investments to save development, implementation & commerciaisation costs.
• Propose and implement Branch and Contact Centre channels digitization projects to drive operation efficiency and productivity, and to create an omni-channel infrastructure to deliver seamless customer experiences between Digital, Contact Centre and physical Branch channels.
• As owner of Channel strategy and initiatives, be responsible for liaison with different stakeholders including business partners, risk stewards, lines of defenses, external vendor / consultant, etc, and make business decisions to drive measurable benefits
• Work with Branch and / or Contact Centre Operations and relevant stakeholders to develop procedures for new initiatives in order to uplift customer experience, as well as operation efficiency and effectiveness at Branch and Call Centre
• Accountable for frontline and customer feedback on operational effectiveness and efficiency and in carrying out streamlining projects to cater to those feedbacks
• Collaborate with internal stakeholders and solicit their supports and inputs to ensure effective execution of the projects and benefit realisation

Requirements