Customer Relations Manager

7 days ago

Hong Kong, Central and Western District, Hong Kong SAR China Hang Seng Bank Limited Full time

About Hang Seng Bank Limited

We are a leading financial institution 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.

Our Vision

We seek to attract high-calibre talent by offering a dynamic working environment, good career development opportunities and competitive compensation packages.

Job Summary

We are currently seeking a high caliber professional to join our department as a Customer Relations Manager - Governance.

Key Responsibilities

  • Facilitate the effective management of customer opinion and complaints received by the bank. Monitor the complaint handling performance to meet the regulatory and the bank's requirements.
  • Monitor and analyze the customer opinion and complaints trend. Prepare MI and reports for operational control and management oversight according to regulatory and the bank's requirements.
  • Identify systemic problems to facilitate root cause analysis and provide insightful data for the development of actionable improvement plans.
  • Manage the complaint handling system BPM regarding the functionality development, system performance and field updates. Control and review access rights of various frontline parties on regular basis. Conduct briefing and training to complaint handling frontlines on the system changes, field updates and inputs quality.
  • Support the governance of complaint handling with quality assurance checking, read across and gap analysis.
  • Support third party management on complaint handling and the monitoring of third party risk.

Requirements

  • University degree in a related discipline or other relevant qualifications.
  • Minimum six years' retail banking experience on customer services or complaint handling, with skills on data analytics and process mapping preferred.
  • Proficient in Excel and MI management.
  • Strong ownership and servicing mindset to ensure efficient management of various reporting tasks.
  • Effective interpersonal and communication skills with strong teamwork and sense of responsibility.
  • Strong proficiency in both English and Chinese.

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