Hang Seng Bank : Unveils “Future Branch Concept” at a Newly-transformed Ma On Shan MOSTown Branch (20 Nov 2020)

20 November 2020

Hang Seng Unveils "Future Branch Concept" at a Newly-transformed

Ma On Shan MOSTown Branch

Customer-centric vision combines innovation with human touch to

provide customers with comprehensive banking and personalised financial services

Customers at Hang Seng Bank's MOSTown Branch in Ma On Shan can enjoy a taste of the future branch service concept from 23 November 2020, when the Branch reopens following a transformative redesign that incorporates innovative technology and service models, reflecting the swift evolution of financial services in the Bank 4.0 era. This latest development is part of Hang Seng's ongoing customer- centric developments to enable the Bank to meet the evolving banking needs of customers and to continuously enhance the seamless, efficient and personalised financial service experience that is fit for the future.

Customers are at the heart of the innovations implemented at the MOSTown Branch. They will be able to enjoy the convenience of digitalisation with the benefits of in- person expertise and tailor-made services from Hang Seng's team of service and wealth management professionals. MOSTown Branch's welcoming and modern design features comfortable lighting and warm wood finishing. A large interactive digital wall takes centre-stage to provide a wide range of real-time market and financial information as well as light-hearted infotainment. If customers wish to learn more about a specific service, they can interact with the wall to obtain a QR code which will take them to more information via their mobile phone. The unique, immersive experience aims to further strengthen Hang Seng's relationships with its customers and was developed in collaboration with a startup company from the Hong Kong Science and Technology Parks Corporation ecosystem.

Other digital service features at MOSTown Branch include:

• eTicketing: Using the Hang Seng Personal Banking mobile app, customers can obtain an eticket for counter and general banking services at MOSTown Branch ahead of time to minimise their in-branch wait and enjoy greater convenience. The app will show their ticket number as well as the ticket currently being served. Customers who have registered their mobile phone number can receive SMS notifications to alert them when their ticket number is close to being served.

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• eAppointment for Account Opening: For customers who prefer to open an account with the assistance of branch staff, appointments can be made online to minimise branch waiting times.
• Digital Bar and Digital Advocates: Customers can access e-Banking via the tablets provided at the Digital Bar. Digital Advocates (Digital and Branch Services Manager) are on standby at the Digital Bar to provide specialist support.
• Tablets: All General Banking Managers at the branch are equipped with tablets, enabling them to assist customers with selected services, such as ATM card applications and account enquiries, in a more efficient manner.

Wendy Yuen, Head of Retail Distribution at Hang Seng Bank, said: "With deep roots in Hong Kong, Hang Seng's key priority has always been to meet the evolving expectations of customers over the years. Our extensive branch network is an important part of our multi-channel strategy in delivering customer-centric service excellence. Leveraging our digital capabilities, our innovative future branch concept will allow us to deepen our engagement with customers and strengthen the services we provide to them to meet their personal needs. We are also making good use of technology to generate greater synergy between the skills and knowledge of our wealth management professionals and the strengths of our digital services to deliver the best possible customer experiences."

As banking services continue to evolve and advance with the fintech, Hang Seng will continue to invest in technology to bring customers ever greater efficiency, convenience, personalisation and choice in managing their banking needs - anytime, anywhere.

What's more? The Bank will roll out a series of lively, location-specific illustrations at selected branches. The illustrations reflect the uniqueness of local neighbourhoods and show how Hang Seng has progressed and walked hand-in-hand with the Hong Kong community in a journey that has so far, spanned over 80 years.

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Photo Caption

Photo 1

Hang Seng unveils the "future branch concept" at the newly-transformed Ma On Shan MOSTown Branch, following a transformative redesign that incorporates innovative technology and service models. Pictured include: Wendy Yuen, Head of Retail Distribution (2nd from the left) and the team of digital advocates (Digital and Branch Services Manager).

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Photo 2

Wendy Yuen, Head of Retail Distribution (2nd from the right) shared the innovations implemented at the MOSTown Branch. While customers are at the heart of the design, they will be able to enjoy the convenience of digitalisation with the benefits of in- person expertise and tailor-made service from Hang Seng's team of service and wealth management professionals.

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Photo 3

A large interactive digital wall takes centre-stage in the MOSTown Branch to provide a wide range of real-time market and financial information as well as light-hearted infotainment. If customers wish to learn more about a specific service, they can interact with the wall to obtain a QR code which will take them to more information via their mobile phone.

Hang Seng Unveils "Future Branch Concept" at a Newly-transformed Ma On Shan MOSTown Branch/ 6

Photo 4

Hang Seng: Colourful Journeys - The Bank will roll out a series of lively, location- specific illustrations at selected branches. The illustrations reflect the uniqueness of local neighbourhoods and show how Hang Seng has progressed and walked hand-in- hand with the Hong Kong community in a journey that has so far, spanned over 80 years. Pictured include: Wendy Yuen, Head of Retail Distribution.

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Photo 5

The newly-transformed Ma On Shan MOSTown Branch combines innovation with human touch to provide customers with comprehensive banking and personalised financial services.

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About Hang Seng Bank

Founded in 1933, Hang Seng Bank operates over 290 service outlets serving both personal and business customers. The Bank also maintains branches in Macau and Singapore, and a representative office in Taipei.

Established in May 2007, wholly owned subsidiary Hang Seng Bank (China) Limited is headquartered in Pudong, Shanghai, and operates a mainland China network with outlets in more than 10 major cities, including Beijing, Guangzhou, Shenzhen and Tianjin.

With total assets of HK$1,732 billion as at 30 June 2020, Hang Seng Bank reported a profit attributable to shareholders of HK$9,143 million for the first half of 2020. Hang Seng Bank is a principal member of the HSBC Group, one of the world's largest banking and financial services organisations. For further information on Hang Seng Bank, please visit the Bank's website at www.hangseng.com.