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