Head of 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.

Hang Seng’s Commercial Banking business provides customized one-stop financial solutions to our corporate customers, from prime small and medium-sized businesses to publicly listed companies. 

For customers conducting business locally or around the world, we offer a comprehensive range of services including corporate lending, trade and receivables finance, structured loan, cash management, investment, treasury services, insurance and e-Banking services.  As a reliable financial partner, we attend to the specific business needs of our customers and provide efficient tailor-made banking solutions through our relationship managers and dedicated specialists.

We are currently seeking a high caliber professional to join our team as Head of Customer Relations.

Principal responsibilities

• Lead and steer a team of complaint handling Customer Relations managers for complaint investigation and resolution.
• Prepare relevant MI reports and papers for key stakeholders’ attention to the trend and analysis of complaint cases and initiatives for service / process improvement.
• Ensure timely and appropriate escalation is made and / or approval is obtained where required.
• Protect the Bank's reputation by timely and effective complaint resolution.
• Ensure compliance to internal and regulatory requirements.

Requirements

• University degree in Finance and Accounting, Finance, Economics, Banking, Business Management and related discipline. 
• Proven years of working experience in the banking industry with focus on complaint handling or commercial banking.
• High level of customer centricity mindset with dedication to deliver exceptional quality services for customers.
• Ability to lead and motivate other complaint handling case managers.
• Builds effective networks both internally and externally and creates opportunities for others to work collaboratively. 
• Skilled decision-maker for making considered and timely decisions, particularly when under pressure.
• Strong analytic, judgmental and decision making skills sufficient to identify and resolve problems while maintaining quality of output within designated timeframe.
• Excellent written and spoken communication skills with experience of successfully influencing others, negotiating effectively and winning over audiences with compelling and persuasive presentations.