Assistant Customer Relations Manager

A Career with 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.

Customer Propositions and Management 

We are currently seeking a high caliber professional to join our department as  Assistant Customer Relations Manager - Governance .

Principal responsibilities

• Support the establishment and monitoring of effective risk management and controls within Complaint Handling and Customer Experience by assisting in the assessment of operational risks and review of control procedures and monitoring programs.
• Maintain departmental procedures in relation to customer complaints to ensure full compliance of FIM and regulatory requirements.
• Conduct quality assurance checking on case handling to ensure delivery of fair outcomes for our customers, escalate to senior management as appropriate and make suggestions for remedial action.
• Prepare MI to help monitor service quality and complaint handling TAT levels and drive insightful analysis of data for the production of timely and actionable management plans.
• Support and handle the checking requests from internal or external parties, including auditors and regulators, towards ensuring that the complaint management model is on good track and in full compliance with internal and external requirements.
• Support the implementation of quality enhancement and control strengthening initiatives according to the review findings and Group policies update.
• Assist in manpower and performance management including capacity planning, service quality management and MI reporting.
• Provide administrative support on staff recruitment/onboarding/offboarding, system maintenance, cost review and vendor management, training matter, Fusion settlement and various operations on complaint management etc.
• Support ad-hoc projects such as system setup, transformation projects, implementation of new process initiatives etc.

Requirements

• University degree in a Business Administration, Services / Hospitality / Operation Management or other relevant qualifications
• Minimum three years' retail banking experience on customer services or complaint handling, with skills on data analytics and process mapping
• Experience in customer experience management, complaint resolution, service quality monitoring and project management a definite advantage
• Customer-oriented with excellent service mindset, empathy and analytical skills
• Effective interpersonal and communication skills with strong teamwork and sense of responsibility
• Proficiency in both English and Chinese

Visit Hang Seng Career Page and sign up with our Talent Community to receive the latest information about our career opportunities in Hang Seng Hong Kong. All information provided by applicants will be used only for recruitment purposes and will be used strictly in accordance with the Bank's personal data policies, a copy of which may be obtained by the applicant upon request. Unless otherwise instructed in writing by the applicant concerned, applicants may be considered for other suitable positions within the Bank and its related companies. The personal data of unsuccessful job applicants may be retained for a maximum of two years from the date when the job application is rejected and such data may be retained for a longer period if there is a subsisting reason that obliges the Bank to do so, after which the personal data will be destroyed.