Manager, Customer Relations - Hang Seng Bank (HK)

Job description
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-calibre talent by offering a dynamic working environment, good career development opportunities and competitive compensation packages.

Customer Value Management

We are currently seeking a high calibre professional to join our department as Manager, Customer Relations.

Principal responsibilities

• Handle customer complaints related to retail banking products from all channels
• Directly deal with cases referred from regulators responsively and timely
• Conduct detailed and thorough investigation into complaints with internal and external parties independently and strictly in accordance with guidelines
• Propose resolutions to complaints and ensure they are in line with the overall business strategic goals
• Prepare investigation report, and provide verbal / written reply for customer complaints in a timely manner
• Analyze customer feedback and root causes of complaints, identify areas for improvement and recommendations for enhancing service quality
• Detect and raise if there is any compliance issue in customer complaints

Requirements

• University degree in a related discipline or relevant experience
• Minimum of five years' work experience including three years or more in complaint handling or has a good understanding of service excellence
• Previous experience in regulatory and/or financial institution is preferred
• Strong self-motivation with good communication, negotiation and interpersonal skills
• Strong driver role and ownership to deliver result within tight timeline
• Proficiency in both English and Chinese
• Great sense of ownership and servicing mindset to ensure efficient and effective customer service processes

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.