Maggie Tsang

Products (Credit Cards and Personal Loans) and Payment

• Led a team in managing core credit card products. Coverage included Visa Infinite card and World Mastercard for affluent segments, as well as the Greater Bay Area-themed UnionPay dual currency card, the hero card product offered by Bank of China Hong Kong • Took charge in devising and implementing card acquisition programs through various channels, such as Bank of China branch network, contact center, social media, cross-sell programs, targeted promotions for card base, and above-the-line campaigns • Coordinated with Product Development, Credit Risk and IT teams for a wide array of system enhancement initiatives. Major projects included credit card auto-approval, digital KYC with TransUnion data mapping, virtual card application system, proxy income model, cross border bill payment platform, Open API infrastructure, and card application online platform enhancements • Partnered with Credit Card and Personal Banking teams in developing and promoting BoC Pay, the cross border digital wallet app which was fully launched in December 2018

• Devised development plans for the Greater China business, including Mainland Chinese customer acquisition, client value proposition, product and service offering selection, channel and process optimization, and partnership with various entities across the franchise • Formulated cross border business and marketing strategies in expanding the customer base for both Hang Seng Hong Kong and Hang Seng China

• Partnered with Sales Director and Retail Banking Head on strategic planning and project implementation, with concentration on sales campaigns, compliance / investment sales policy, sales process improvement, channel development, client acquisition and engagement, product cross-sell, and expense management • Devised training materials for regional wide Branch Manager Development program with prime focus on Branch Performance Management

• Managed a team of 7 Relationship Officers, ensuring over 2,800 clients with asset of HK$8 million or above will receive personalized and dedicated banking services • Maintained branch operations and compliance standard through monitoring investment selling process, anti-money laundering reporting, client onboarding process, KYC procedures, and client suitability on products

• Acted as floor manager and supervised over 10 frontline banking staff • Took charge of achieving sales initiatives and targets through coaching, training, and monitoring • Focus on branch service standards, actions included Return Call Timeliness reinforcement, roster and resources management, and client complaint resolution

• Partnered with Compliance and Legal on revising investment sales phone recording script in adherence to new regulatory and regional office-imposed requirements; took active role in feasibility review and training for frontline staff • Performed analysis on high customer attrition and redesigned client gating process; implemented branch-specific Customer Loyalty & Satisfaction Programs • Led a 15-people taskforce on establishing new retail banking branches and branch renovation projects