- Responsible for enhancing the capabilities of digital platform, developing best in class, simple, easy to use, customer-focused digital experience, formulating various recommendations, and coordinating digital platform development & maintenance to drive the business outcomes of digital penetration, activeness and engagement
- Shape and execute digital platform initiatives and roadmap; include but not limited to enhance customer authentication capabilities, uplift security and fraud prevention control, improve and enhance digital onboarding journey and payment journey for better customer protection, engagement and loyalty
- Oversee customer insight of the core experience on mobile and desktop authentication and safety journeys from Net Promoter Score (NPS), app store, feedback from direct customer or frontline
- Work closely with various teams (such as global teams, business stakeholders, risk stewards, UXUI design, IT, transformation and frontline) to ensure a coherent overall experience for customers including secure, easy access and navigation to the digital journeys
- Keep abreast of market and regulatory changes, timely execute enhancement, facilitate commercializing the new features to address regulations, review communication materials to ensure consistency and accuracy, and other risk-based diligence
- Plan business and IT budgets to drive the digital platform development to achieve the business outcome
- Oversee the business performance after the launch of projects
- University degree, relevant qualifications in Finance, Technology, e-Commerce etc. is preferred
- Minimum 8 years of digital platform management / digital payment & wallet / project management relevant experience in banking or financial sector, preferably with exposure to identity validation and customer authentication
- Blend of business and technical savviness, ability to drive strategy into action
- Customer-oriented with strong analytical and problem-solving skills, attention to detail and able to comprehend complicated business dynamics
- Open-minded and self-motivated with good communication, interpersonal, problem-solving skills, and strong sense of responsibility
- Great sense of ownership and servicing mindset to ensure efficient and effective customer service processes
- Strong business acumen and analytical ability, demonstrates flexibly when addressing shifting or competing priorities
- Ability to work under pressure and manage deadlines or unexpected changes in expectations or requirements
- Good command in both written and spoken Chinese and English, knowledge of the Mandarin is a plus
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Senior Digital Platform Manager - Hong Kong, 香港 - Hang Seng Bank Limited
描述
Job descriptionA 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.
Digital Banking
Well recognized in industry with 'Best Mobile Banking Service Award' in The Asian Banker Hong Kong Awards 2022 and 'Outstanding Digital Banking Service' in the Capital Outstanding eCommerce Awards 2021/22, Hang Seng Bank's acclaimed mobile app and creative digital capabilities continues to innovate and provide trusted banking, investment and wealth management services, taking care of individual's financial needs anytime, anywhere.
Join our Digital Banking Team, be part of the WPB transformation to accelerate in today's digitalized financial services ecosystem. Together, we'd champion innovative, seamless, convenient, best-in-class and hyper-personalized experience as well as customer-centric journey to over half of the Hong Kong adult population.
We are seeking high calibers to join our team as Senior Digital Platform Manager - Secure Access .
Principle Responsibilities
#LI-HASE
