Customer Relations Manager - Governance
Job ref no.: 0000KI8K
Posted on 2d ago
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Customer Relations Manager - Governance
Hang Seng BankCustomer Proposition Management
We are currently seeking a high caliber professional to join our department as Customer Relations Manager - Governance.
Principal responsibilities:
We are currently seeking a high caliber professional to join our department as Customer Relations Manager - Governance.
Principal responsibilities:
- Facilitate the effective management of customer opinion and complaints received by the bank. Monitor the complaint handling performance to meet the regulatory and the bank’s requirements.
- Monitor and analyze the customer opinion and complaints trend. Prepare MI and reports for operational control and management oversight according to regulatory and the bank’s requirements.
- Identify systemic problems to facilitate root cause analysis and provide insightful data for the development of actionable improvement plans.
- Manage the complaint handling system BPM regarding the functionality development, system performance and field updates. Control and review access rights of various frontline parties on regular basis. Conduct briefing and training to complaint handling frontlines on the system changes, field updates and inputs quality.
- Support the governance of complaint handling with quality assurance checking, read across and gap analysis. Suggest and manage initiatives or projects in enhancing the productivity of complaint management.
- Support third party management on complaint handling and the monitoring of third-party risk.
Requirements
- University degree in a related discipline or other relevant qualifications.
- Minimum six years' retail banking experience on customer services or complaint handling, with skills on data analytics and process mapping preferred.
- Proficient in Excel and MI management
- Strong ownership and servicing mindset to ensure efficient management of various reporting tasks.
- Effective interpersonal and communication skills with strong teamwork and sense of responsibility.
- Strong proficiency in both English and Chinese.
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.
Skills
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| Job ref no. | 0000KI8K |
| Salary | N/A (Search your salary info in  ) |
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Overview
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.
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.
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