Senior Manager Governance and Planning - Customer Relations - Hang Seng Bank (HK)

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If you’re looking for a career where you can make a real impression, join Hang Seng and discover how valued you’ll be. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, Hang Seng offers opportunities, support and rewards that will take you further.

Customer Proposition and Management is committed to designing differentiating value propositions for strategic customer segments, including mass affluent, mass retail and mainland Chinese with unique anchors on wealth and banking solutions, synergising advanced digital capabilities, and servicing channels to deliver quality client experiences. We continue to develop best-in-class customer life cycle management strategies, ranging from account acquisition, activation, relationship deepening and retention, to accelerate quality customer growth and deepen customer relationships. The team is also dedicated to providing first-class customer experience with a focus on structured customer feedback loop, experience measurements for customer touch points and journeys, key customer journey enhancements as well as efficient complaint resolutions and cultivation of the customer centric culture within the bank.

We are currently seeking a high caliber professional to join our team as Senior Manager Governance and Planning - Customer Relations, reporting to Head of Customer Experience and Relations.

Principal responsibilities

• Lead annual and periodic workforce planning for Customer Relations, including FTE forecasting aligned to complaint volumes, service standards, and productivity assumptions.
• Set and monitor performance measures for complaint handling efficiency and quality, using MI to identify trends, risks, and improvement opportunities.
• Lead the design and delivery of the Customer Relations target operating model, partnering across teams to implement agreed changes effectively.[for example, further improvement on GenAi and PowerPlatform etc.]
• Plan, govern, and track initiatives and work with stakeholders to ensure KPIs are met. Improve complaint handling efficiency and quality, ensuring benefits are realised and sustained.
• Identify and drive RBW-wide enhancements to complaint handling to support achievement of overall complaint performance targets.
• Integrate complaint data with Net Promoter Score (NPS) insights to identify customer pain points, quantify impact, and recommend actionable initiatives for relevant Business Units.

Requirements

• Bachelor’s degree in a relevant discipline, or equivalent practical experience.
• Proven experience in retail banking and complaint management or customer service.
• Strong leadership capability with demonstrated project and people management experience, supported by effective communication and interpersonal skills.
• Strong in data analysis, ability to identify insights and take improvement actions
• Proven ability to build strong stakeholder relationships and influence outcomes positively.
• Proficient in English and Chinese (spoken and written).
• High level of ownership and a strong service mindset, with a focus on delivering efficient and effective customer service processes.