Personal Loan Products Manager - Hang Seng Bank (HK)

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.
Personal Banking Products
Hang Seng's Unsecured Loans business offers a full spectrum of cards and personal loan products and services to customers.
We have over 20 card products, including generic credit cards, co-branded credit cards, affinity cards and commercial cards, and are one of the leading credit card issuers in the market. We are dedicated to offering customers superior credit card services and loyalty schemes, with an aim of enabling customers to get the most out of their day-to-day spending.
Our Unsecured Personal Loan services offer installment loans, revolving loans, and overdraft facilities to meet the financial needs of customers at all levels.
We are currently seeking high caliber professionals to join our department as Personal Loan Products Manager.
Principal responsibilities

• Identifies and oversees new product development, product enhancements and related system enhancements to meet customer needs
• Support the Head of Personal Loan Products to oversee the risks and control to ensure business/marketing campaigns, product designs and processes are operated in compliance with regulatory requirements and group guidelines
• Drive customer journeys design to enhance market leading customer experience on personal loans across different distribution channels
• Monitor NPS (Net Promoter Score) and customer feedbacks to identify the gaps in the business process and customer journey and put forward with initiatives in the best interest of customers and to improve customer satisfaction along the customer journey

Requirements

• University Degree in Finance or other relevant disciplines/qualifications
• Minimum eight years' experience in Personal Loan or Card Loan product within retail Banking\
• Acquainted with regulatory guidelines, CoBP and risk management/controls
• Strong project management; proven ability to manage complex projects with multiple deadlines and shifting priorities
• Strong sense of customer-centric; proven experience of driving NPS/customer journey revamp and handling customers' feedback

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