Manager, Customer Relations - 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 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 Manager, Customer Relations, reporting to the Senior Customer Relations Manager

Principal responsibilities

• Handle customer complaints related to retail banking, insurance and investment 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
• Prepare high-quality case update to senior management
• 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
• Proven five years' work experience including three years or more in complaint handling/customer resolution or has a good understanding of service excellence, ideally with exposure to insurance and investment products.
• 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; able to prepare high-quality write-up of case update for senior management’s review
• Great sense of ownership and servicing mindset to ensure efficient and effective customer service processes