Job ref no.: CT3116068-01#0059
Hang Seng Bank

Customer Relations Manager

Hang Seng Bank

Commercial Banking – BBD BB Portfolio Managed

Hang Seng’s Commercial Banking business provides customized one-stop financial solutions to our corporate customers, from prime small and medium-sized businesses to publicly listed companies. 

For customers conducting business locally or around the world, we offer a comprehensive range of services including corporate lending, trade and receivables finance, structured loan, cash management, investment, treasury services, insurance and e-Banking services.  As a reliable financial partner, we attend to the specific business needs of our customers and provide efficient tailor-made banking solutions through our relationship managers and dedicated specialists.

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


Principal responsibilities

  • Provide assistance in the oversight of Customer Relations team and define parameters for measuring performance level
  • Recommend service strategies and actions in recovering, retaining and building customer relationship
  • Ensure a prompt and effective handling and service recovery for complaints  and customer feedback channeled from senior management and regulatory bodies
  • Proactively share own experience to the team and facilitates team development in the quality of service provided
  • Provide assistance in deploying governance procedures and standards to ensure effective risk management and regulatory compliance in Business Banking
  • On-going reengineering of operation processes to achieve higher operation efficiency



  • University degree in Business Administration or related disciplines
  • Minimum of 5 years' customer experience management, with good knowledge of SME business an advantage
  • Strong self-motivation, with good communication and interpersonal skills
  • High level of attentiveness to details, with strong business sense and able to make sensible business judgments
  • High level of customer centricity mindset with dedication to deliver exceptional quality services for customers
  • Able to provide flexible, creative and authoritative service recovery solutions and alternatives to customers
  • Proficiency in both English and Chinese, fluency in Putonghua an advantage


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.

More job information
Job ref no. CT3116068-01#0059
  • N/A
Job Function
Employment Term
  • Permanent
  • Full-time
  • 5 years - 20 years or above
Career Level
  • Middle management level
  • Degree