Head of Frontline Operation Support, HSBC

Head of Frontline Operation Support

HSBC

Location:
Hong Kong, Mongkok

Category:
Customer Service

Contract Type:
Employment contract

Salary:

Not provided

Save Job

Apply Position

Job Description:

Join Hang Seng Bank as Head of Frontline Operation Support in their Customer Contact Centre. This role involves driving revenue generation initiatives, streamlining processes, implementing modern contact centre technologies, and fostering strong partnerships with stakeholders. The candidate will also focus on coaching and developing team members to enhance their skills and careers.

Job Responsibility:

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
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)

What we offer:

Dynamic working environment
Good career development opportunities
Competitive compensation packages

Additional Information:

Job Posted:
August 29, 2025

Expiration:
October 31, 2025

Employment Type:

Fulltime

Work Type:

Hybrid work

View All Jobs In This Company

Job Link Share:

Welcome to CrawlJobs.com –
Your Global Job Discovery Platform

At CrawlJobs.com, we simplify finding your next career opportunity by bringing job listings directly to you from all corners of the web. Using cutting-edge AI and web-crawling technologies, we gather and curate job offers from various sources across the globe, ensuring you have access to the most up-to-date job listings in one place.