Customer Relations Manager, Governance

2 days ago


Hong Kong Island, Hong Kong SAR China Hang Seng Bank Ltd Full time

Customer Relations Manager – Governance We are currently seeking a high caliber professional to join our department as Customer Relations Manager - Governance, reporting to Head of Operations Planning, Customer Relations. Responsibilities Promote the governance on management of customer opinion and complaints received by various channels of the bank according to the regulatory and group requirements. Develop and update the complaint and customer opinion handling procedures and communicate to all complaint handling channels with regular meetings, briefings and training. Monitor the complaint handling performance with quality assurance checking and exception reporting. Analyze and report the trends to the management and drive improvement actions by all channels. Develop continuous monitoring actions on complaint management by all channels. Perform 1LoD with read across, gap analysis and controls to manage various types of risks incurred in complaint management. Manage the complaint handling system regarding the functionality development, system performance and field updates. Manage the system migration to a new complaint management platform to enhance regulatory compliance and minimize risk. Support third party management on complaint handling and the monitoring of third-party risk. Qualifications University degree in a related discipline or other relevant qualifications. Proven retail banking experience on customer services or complaint handling. Strong ownership and servicing mindset. Excellent interpersonal and communication skills with strong analytical sense. Project management experience, especially in banking industry, an advantage. Strong proficiency in both English and Chinese. About 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. Issued by Hang Seng Bank Limited All information provided by applicants will be used only for recruitment purposes and will be used strictly in accordance with the Bank's personal data policies, a copy of which may be obtained by the applicant upon request. Unless otherwise instructed in writing by the applicant concerned, applicants may be considered for other suitable positions within the Bank and its related companies. The personal data of unsuccessful job applicants may be retained for a maximum of two years from the date when the job application is rejected and such data may be retained for a longer period if there is a subsisting reason that obliges the Bank to do so, after which the personal data will be destroyed. Visit Hang Seng Career Page and sign up with our Talent Community to receive the latest information about our career opportunities in Hang Seng Hong Kong. #J-18808-Ljbffr


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