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Urgent! Head of Frontline Operation Support - Hang Seng Bank (HK) Job Opening In Mongkok – Now Hiring HSBC

Head of Frontline Operation Support Hang Seng Bank (HK)



Job description

Head of Frontline Operation Support - Hang Seng Bank (HK)

Brand: Hang Seng Bank

Area of Interest: Branch and Retail Banking

Location:
Mongkok, Kowloon, HK

Work style: Hybrid Worker

Date: 20 Oct 2025

**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.

**Customer Contact Centre**

Hang Seng's Customer Contact Centre has been ranked one of the best phone banking service providers for consecutive years.

Our team strives to provide professional services for a wide range of banking products to address customers' different services and financial needs.

We are currently seeking high caliber professionals to join our team as **Head of Frontline Operations Support** , reporting to Head of Customer Services Banking

**Principal Responsibilities**

+ Drive and implement contact centre revenue generation initiatives.

Make decision to prioritise business initiatives with right balance of business impact and Frontline team capacity.
+ Carry out frontline process review, identify process improvement/ streamlining opportunities, derive improvement action plan, and monitor process improvement progress.
+ To participate in implementing transformational contact centre technologies to help drive modernization of Call Centre and customer experience, leveraging channel shift and self-serve.
+ Engage proactively with stakeholders of business and supporting teams, build effective partnership to drive business initiatives.
+ Identify areas of improvement on contact centre operations to ensure effective process and quality deliverables.
+ Manage and grow team members through effective coaching, skill uplift and career development.

**Requirements**

+ University degree in Business Administration or other relevant qualifications
+ Proven experience in banking experience, preferably with good knowledge of project management and contact centre operations.
+ Strong self-motivation, with good analytical, communication, presentation skills, interpersonal and negotiation skills
+ Proficiency in both English and Chinese
+ Good knowledge of MS Office (Word, Excel, PowerPoint)

**You’ll achieve more when you join Hang Seng Bank Limited.**

**www.hangseng.com/careers**

**https://www.linkedin.com/company/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.

Issued by Hang Seng Bank Limited


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