A Career with 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-caliber talent by offering a dynamic working environment, good career development opportunities and competitive compensation packages.

Customer Proposition Management

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

Principal 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. Suggest and manage initiatives or projects in enhancing the productivity of complaint management.Support third party management on complaint handling and the monitoring of third-party risk.