Amex gives credit where it is due
FEW PEOPLE ARE aware that American Express has been in Hong Kong since 1916, when it began operations as a travel and banking office. Of course, times have changed and, while the company is better known nowadays for one of the things that Hong Kong loves best - the credit card - it maintains a strong presence and plans to expand in traditional areas.
'Our company is in growth mode right now,' said Florence Chow, vice-president of human resources. 'The task of recruiting talented people is an ongoing process as we have aggressive expansion plans for our private banking, wealth management and payment or credit card business.'
While the company wants to move some commercial operations to the mainland to save costs, it does not intend to transfer all back-office functions, as some businesses have done.
'People see us as a premium brand, so we have to make sure service standards are always up to expectations. We have started outsourcing our servicing centres to a mainland partner, but we ensure they meet all our requirements.'
When hiring, Amex looks for candidates who can fit into its culture, drive business growth and, most importantly, display leadership qualities. In fact, that is the first thing it looks for when scanning applications and CVs.
'We tend to look for people who can highlight their achievements and show how they will contribute to the success of the business,' said Ms Chow. 'It is a definite plus for us if they can clearly show they understand what the hiring manager needs.'
The recruitment process includes a competency-based interview designed to test a candidate's problem-solving ability. It helps if applicants can refer to previous experiences to illustrate how they have handled situations and developed winning strategies.
Once hired, recruits learn the American Express Blue Box Values, to be applied throughout their time with the company. These include customer commitment, quality, integrity, teamwork, respect for others, good citizenship, a will to win and personal accountability.
The company also emphasises the importance of employee feedback and creating a people-orientated environment. This is done by conducting an annual staff survey and actively encouraging suggestions for improvement. The knock-on benefits are seen in high levels of performance and a low rate of staff turnover.
Attention is also given to providing opportunities for personal development and growth. All employees can make use of an online learning system with a special in-house curriculum. There are also regular one-on-one meetings in which employees can discuss ambitions and a preferred career path with supervisors.
'Our company policy is to promote from within when possible,' said Ms Chow. 'We usually train people to take on the roles they are interested in and may create a new role if we need to.'
With this focus on career development, employees tend to stay for the long term and those who have left sometimes rejoin. Average staff tenure in Hong Kong is more than 10 years and there is a special Quarter Century Club, which has 29 members with more than 25 years of service. Some are retired, while others are still in their 40s.
'For jobs in private banking and executive-level positions, we require a strong academic background,' said Ms Chow.
But for those interested in going into wealth management, the requirements may differ slightly. There, the emphasis is more on making the most of growth opportunities and finding recruits who can work well with clients in the middle-income bracket.
Anyone identified as having high potential may be invited to join the company's Sparks programme, which provides extra training and the chance to gain work experience in different departments.
While recognising that the competition for talent is getting tougher all the time, Amex believes it can attract the best, thanks to its reputation within the industry, good communication with employees, and by offering attractive remuneration packages.
The company is likely to move ahead with further integration with the mainland market and the world, but still has plans to continue to recruit locally and make full use of Hong Kong's expertise in the financial sector. This may lead to mainland transfers for some staff.
'For those who do want to develop their careers in China, we will be able to provide training and consider them for certain positions. They will have the chance to help us lay the groundwork for expansion in the China market.'
NO LIMITS
The company is recruiting for positions in private banking, wealth management and credit card business.
Comprehensive training programmes include online learning and emphasis on the company's core values.
Potential recruits must have leadership qualities and clear career goals.
Additional training courses are offered to those who show potential.
Plans for expansion in China will create new career opportunities.
