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.

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.

As one of the leading banks in Hong Kong, we provide extensive digital services on both online and mobile platforms. Facing an ever-growing need for innovative digital solutions, services and platforms, our digital banking capabilities offer an extensive range of products and services that serve over half the adult population in Hong Kong.

We are seeking high calibre professionals to join our department as Digital Product Manager.

Principal Responsibilities
• Act as Digital Product Owner (PO) to lead digital requirements activities for Digital Banking Products under Agile methodology for respective digital product projects.
• Work with relative business units to generate innovative ideas to maximize business performance and validate them by going through design thinking process assisted by Customer research / competitor analysis.
• Manage Product backlog with relative business units for MVP planning by following management / business strategy – continuous improvement on digital journey experience & conversion rate by collecting & analyzing end user feedback and digital footprints.
• Lead business & UIUX requirements grooming with relevant business units & other project stakeholders and seek for management feedback, ensuring user journey design & copies prepared the team meet business requirements.
• Ensure digital deliverables meet business requirements and are fit for purpose to release to customers by supporting in-sprint testing, pre-release UAT and live test.
• Responsible for in-depth impact analysis and technical feasibility study of customer journeys to support Front-end & Back-end solution design.
• Facilitate collaboration with specialists across disciplines such as Business Analyst, Business representatives, Scrum Master, UX Design, Tech Lead, Engineering, and Quality assurance.
• Identify key risks, issues and interdependencies and provide appropriate mitigation strategies or escalation as appropriate.
• Help define Objective & Key Result (OKR) and metrics to measure performance and successfulness of launched digital projects.
• Work closely with Product, and Digital Commercialization team for external & internal customer communication plan upon new product / major system enhancement launch.
• Conduct on-going Journey funnel analysis and performance monitoring.
• Drive and meet Digital Adoption, sales & customer satisfaction KPIs through business planning and executing of strategic plans from top management.
• Support Digital Business Risk Management team requests, bank-wide audits, or independent programme assessments as required, ensuring no operational or reputational risk to the bank.

Requirements
• University degree, relevant qualifications in Technology, Finance, e-commerce, etc., are preferred.
• At least 3-4 years of product management/project management/business analyst relevant experience in driving online sales and/or digital project delivery, preferably with exposure to the banking or financial sector.
• Strong analytical and problem-solving skills, attention to detail, and ability to comprehend complicated business dynamics.
• Good understanding of User-Centered Design and Agile project methodology, frameworks, and best practices.
• Strong commercial & customer focus, ability to balance risks / development efforts against business / customer benefits
• Have “Think out of the box” & “Can do” mindset – think how to remove blockers to achieve the goal instead of identifying the current limitations/constraints to achieve the goal
• Willing to move from comfort zone, embrace new technology, ways of working and innovative ideas
• Pragmatic decision making skills, with the ability to make clear judgments based on data and understand the implications
• Excellent negotiation and relationship management skills to satisfy a wide range of internal and external customers with conflicting priorities
• Experience with relevant tools such as JIRA and Confluence for day-to-day communications within the team.
• Open-minded and self-motivated with good interpersonal, collaboration skills, and a strong sense of responsibility.
• Proficiency in both English and Chinese and Putonghua (preferable).
• Strong communication skills, both written and verbal, to explain complex or technical issues.
• Great sense of ownership and servicing mindset to ensure efficient and effective customer service processes

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