Senior Manager, Customer Proposition - Hang Seng Bank (HK)

Some careers have more impact than others.

If you’re looking for a career where you can make a real impression, join Hang Seng and discover how valued you’ll be. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, Hang Seng offers opportunities, support and rewards that will take you further.

We are currently seeking high caliber individual to join our team as Senior Manager, Customer Proposition, reporting to Head of Retail Propositions and CLCM.

Principal responsibilities

• Design and strengthen value propositions for Mass Retail segment, Preferred Banking and other strategic retail segments, build corresponding capabilities to support the proposition pillars through customer insights
• Lead proposition-led campaigns and communications to uplift acquisition, brand exposure and customers’ engagement
• Develop acquisition 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 explore strategic partnerships in strengthening propositions and uplift acquisition
• Work closely with product teams and channels to develop holistic engagement strategies to induce customer portfolio profitability; work with Marketing to develop marketing campaign and customer engagement activities
• 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 activities and take timely actions to mitigate relevant risk posing to the bank, where applicable

• University degree in Business Administration, Marketing or other relevant qualifications
• Proven experience in people manager, familiar with customer segmentations, propositions or acquisition or portfolio management, ideally in the retail banking business
• Solid expertise in retail banking products and project management, exposure to digital project management is an advantage
• Seasoned professional with leadership, excellent communication, presentation, stakeholder management and influencing capability, and the ability to drive a diverse group including internal and external partners
• Good interpersonal & problem-solving skills and with great sense of ownership to drive new projects from ideation to implementation
• Possesses high sensitivity to the changing market dynamics in particular the retail, young, student and mainlander segments in association with related compliance requirements
• Be able to deliver new or refined compelling propositions quickly for new revenue stream
• Customer-centric and servicing mind-set to ensure efficient and effective customer propositions delivery
• Proactive, creative, customer focused, positive team player and independent
• Proficiency in both English and Chinese