Customer Relations Manager, Governance - Hang Seng Bank (HK)

Some careers have more impact than others.
 
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 Management

We are currently seeking a high caliber professional to join our department as Customer Relations Manager - Governance, reporting to Head of Operations Planning, Customer Relations

Principal responsibilities

• Promote the governance on management of customer opinion and complaints received by various channels of the bank according to the regulatory and group requirements. 
• Develop and update the complaint and customer opinion handling procedures and communicate to all complaint handling channels with regular meetings, briefings and training.
• Monitor the complaint handling performance with quality assurance checking and exception reporting.  Analyze and report the trends to the management and drive improvement actions by all channels.
• Develop continuous monitoring actions on complaint management by all channels.  Perform 1LoD with read across, gap analysis and controls to manage various types of risks incurred in complaint management.
• Manage the complaint handling system regarding the functionality development, system performance and field updates.  Manage the system migration to a new complaint management platform to enhance regulatory compliance and minimize risk.
• 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.
• Proven retail banking experience on customer services or complaint handling.
• Strong ownership and servicing mindset.
• Excellent interpersonal and communication skills with strong analytical sense.
• Project management experience, especially in banking industry, an advantage.
• Strong proficiency in both English and Chinese.