Customer Relations Manager Professional
4 weeks ago
Why Choose Hang Seng Bank?
Hang Seng is a leading financial institution that prioritizes service excellence. Our people are our greatest asset and play a vital role in enhancing performance for customers and providing best-in-class products and services.
We seek to attract top talent by offering a dynamic working environment, career development opportunities, and competitive compensation packages.
Job Description:
As an Assistant Customer Relations Manager - Governance, you will support the establishment and monitoring of effective risk management and controls within Complaint Handling and Customer Experience.
You will be responsible for assessing operational risks, reviewing control procedures, and monitoring programs to ensure full compliance with FIM and regulatory requirements.
Your key responsibilities include:
- Supporting the assessment of operational risks and review of control procedures
- Maintaining departmental procedures to ensure compliance with FIM and regulatory requirements
- Conducting quality assurance checking on case handling to ensure fair outcomes for customers
- Preparing Management Information (MI) to monitor service quality and complaint handling TAT levels
- Supporting and handling checking requests from internal or external parties
- Assisting in manpower and performance management, including capacity planning and MI reporting
- Providing administrative support on staff recruitment/onboarding/offboarding, system maintenance, and vendor management
- Supporting ad-hoc projects such as system setup and transformation initiatives
Requirements:
To succeed in this role, you should have:
- A university degree in Business Administration, Services/Hospitality/Operation Management, or other relevant qualifications
- Minimum three years' retail banking experience in customer services or complaint handling, with skills in data analytics and process mapping
- Experience in customer experience management, complaint resolution, service quality monitoring, and project management is advantageous
- Customer-oriented with excellent service mindset, empathy, and analytical skills
- Effective interpersonal and communication skills with strong teamwork and sense of responsibility
- Proficiency in both English and Chinese
Estimated Salary: HKD 45,000 - HKD 60,000 per month
Hang Seng Hong Kong offers a dynamic working environment, career development opportunities, and competitive compensation packages. Visit our website to learn more about our career opportunities.
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