Senior Customer Service Manager - Hang Seng Insurance - 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.

Insurance

Hang Seng Bank was one of Hong Kong's bancassurance pioneers with insurance business footprint started since 1965. Over the years, Hang Seng Bank has been committed to serve its customers by providing full spectrum of insurance products including Life Insurance manufacturing, distribution of General Insurance and Medical products, and MPF business.

Insurance is a fast-growing business and is one of the key drivers of Hang Seng Bank. As a well-established insurance entity, we take care of every need of our customers with an optimized service excellence through the Bank’s retail and commercial network, with a dedicated team of professionals in place.

Role Purpose

Lead and oversee complaint investigations and outcomes, ensuring high-quality, consistent decision-making and communications that meet customer needs and regulatory expectations. The role drives timely resolution and remediation, strengthens controls through thematic insight, and ensures appropriate escalation and governance for high-risk or sensitive cases.

Principal Responsibilities

• Manage complex and high-impact cases; ensure investigations are thorough, evidence-led, and well documented.
• Drive and align with stakeholders for remediation plans, ensure outcomes are fair, consistent, and defensible.
• Review and sign off key customer / regulator correspondence; ensure tone, clarity, and compliance with regulatory requirements.
• Assess conduct, reputational, operational, and regulatory risk; escalate to senior stakeholders and control functions as required.
• Monitor quality standards, conduct case reviews, coaching, and calibration to improve consistency across handlers.
• Monitor service levels, ageing, and backlog; remove blockers and coordinate cross-functional actions to meet deadlines.

Requirements

• Passed IIQE Paper 1, 2 & 3 or equivalent qualification
• Proven people leadership and performance management in operations/service environment.
• Proven experience in complaint handling and change management to drive customer journey enhancement.
• Experience in customer communication, MI/reporting, or services improvement.
• Experience in process design/standard work mindset (triage rules, decision trees, case lifecycle).