IT Business Analyst - Hang Seng Bank (HK)

Job description

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.

 

Chief Technology Office – Information Technology

In Hang Sang Information Technology, we continually improve our capabilities through innovative technologies, delivering a comprehensive range of products and services in meeting changing customer needs.

We enhance customer experience, convenience and choices across our distribution channels, providing secure and engaged offering at individual's preference and lifestyle expectation. 

We advocate creativity and collaboration to unlock the potential of our people, creating an open and progressive workplace.

We develop deep expertise in financial technologies, consulting and partnering with our business in delivering customer centric propositions in an agile manner. 

We are currently seeking a high caliber professional to join our department as End User Services Engineer.

Principal responsibilities:

·  Managing customer services to deliver exceptional support to our clients.
·  Developing and implementing customer service policies and procedures to optimize efficiency and effectiveness.
·  Handling escalated customer inquiries and issues, providing timely and satisfactory resolutions.
·  Manage project management with system requirements and quality of delivery.
·  Monitoring key performance indicators (KPIs) to track service levels and identify areas for improvement.
·  Collaborating with cross-functional teams to enhance the overall customer experience.
·  Conduct regular check-ins and strategic reviews with clients to gather feedback and align services with their evolving requirements.
·  Compiling and analyze customer feedback to drive product and service improvements.

Requirements

Requirements:

·  Bachelor's degree in Business Administration, Computer Science or related field.
·  Passion and obsession with our customer’s needs, successes and services.
·  Proven experience in a customer service management role within the IT/Financial industry.
·  Strong presentational skills with the ability to motivate and develop a high-performing team.
·  Excellent interpersonal and communication skills.
·  Customer-centric approach with a passion for delivering exceptional services.
·  Fluency in English, Chinese and Cantonese, both written and spoken.
·  High level of customer centricity mindset with dedication to deliver exceptional quality services for customers.
·  Great sense of ownership and servicing mindset to ensure efficient and effective customer service processes

Visit Hang Seng Career Page  and sign up with our Talent Community to receive the latest information about our career opportunities in Hang Seng Hong Kong.