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 Propositions and Management

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

Principal responsibilities

Handle customer complaints related to retail banking products from all channelsDirectly deal with cases referred from regulators responsively and timelyConduct detailed and thorough investigation into complaints with internal and external parties independently and strictly in accordance with guidelinesPropose resolutions to complaints and ensure they are in line with the overall business strategic goalsPrepare investigation report, and provide verbal / written reply for customer complaints in a timely mannerPrepare high-quality case update to senior managementAnalyze customer feedback and root causes of complaints, identify areas for improvement and recommendations for enhancing service qualityDetect and raise if there is any compliance issue in customer complaints

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 Propositions and Management

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

Principal responsibilities

Handle customer complaints related to retail banking products from all channelsDirectly deal with cases referred from regulators responsively and timelyConduct detailed and thorough investigation into complaints with internal and external parties independently and strictly in accordance with guidelinesPropose resolutions to complaints and ensure they are in line with the overall business strategic goalsPrepare investigation report, and provide verbal / written reply for customer complaints in a timely mannerPrepare high-quality case update to senior managementAnalyze customer feedback and root causes of complaints, identify areas for improvement and recommendations for enhancing service qualityDetect and raise if there is any compliance issue in customer complaintsUniversity degree in a related discipline or relevant experienceProven experience in complaint handling or has a good understanding of service excellencePrevious experience in regulatory and/or financial institution is preferredStrong self-motivation with good communication, negotiation and interpersonal skillsStrong driver role and ownership to deliver result within tight timelineProficiency in both English and Chinese; able to prepare high-quality write-up of case update for senior management’s reviewGreat sense of ownership and servicing mindset to ensure efficient and effective customer service processes

www.hangseng.com/careers

https://www.linkedin.com/company/hang-seng-bank/

Hang Seng is committed to service excellence. Our people are our most important asset and play a vital role in our efforts to continually enhance our performance for customers and provide best-in-class products and services. We seek to attract high-calibre talent by offering a dynamic working environment, good career development opportunities and competitive compensation packages.

Issued by Hang Seng Bank Limited

University degree in a related discipline or relevant experienceProven experience in complaint handling or has a good understanding of service excellencePrevious experience in regulatory and/or financial institution is preferredStrong self-motivation with good communication, negotiation and interpersonal skillsStrong driver role and ownership to deliver result within tight timelineProficiency in both English and Chinese; able to prepare high-quality write-up of case update for senior management’s reviewGreat sense of ownership and servicing mindset to ensure efficient and effective customer service processes

www.hangseng.com/careers

https://www.linkedin.com/company/hang-seng-bank/

Hang Seng is committed to service excellence. Our people are our most important asset and play a vital role in our efforts to continually enhance our performance for customers and provide best-in-class products and services. We seek to attract high-calibre talent by offering a dynamic working environment, good career development opportunities and competitive compensation packages.

Issued by Hang Seng Bank Limited