Job ref no.: CT3116649-01#0090
Hang Seng Bank

Manager, Customer Relations

Hang Seng Bank

Customer Value Management

We are currently seeking a high caliber professional to join the Customer Relations Department (QAD) as the Manager, Customer Relations


Principal Responsibilities

  • Handle customer complaints related to retail banking products from all channels
  • Directly deal with high impact cases and complaints referred from regulators responsively and timely
  • Conduct thorough investigation into complaints with internal and external parties strictly in accordance with guidelines
  • Propose resolutions to complaints and ensure they are in line with the overall business strategic goals
  • Provide verbal / written reply for customer complaints in a timely manner
  • Analyze customer feedback and root causes of complaints, identify areas for improvement and recommendations for enhancing service quality
  • Detect and raise if there is any compliance issue in customer complaints



  • University degree in a related discipline or relevant experience
  • Minimum of eight years' work experience including five years or more in complaint handling and has a good understanding of service excellence
  • Previous experience in regulatory and/or financial institution is preferred
  • Strong self-motivation with good communication, negotiation and interpersonal skills
  • Strong driver role and ownership to deliver result within tight timeline
  • Proficiency in both English and Chinese
  • High level of customer centricity mindset with dedication to deliver exceptional quality services for customers

System Maintenance – Access Temporarily Unavailable

Due to an important scheduled system upgrade, Hang Seng Bank’s online job application system will be temporarily unavailable between 27 July 2018 and 7 August 2018.

Our system upgrade will impact external and internal job applications, candidate’s access to his/her online profile and employee referral.

The online job application system will be re-launched on 8 August 2018, and you will be able to access the system again.

We appreciate your understanding during this system upgrade period.  We welcome your interest in our Hang Seng career opportunities.

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. CT3116649-01#0090
  • N/A
Job Function
Employment Term
  • Permanent
  • Full-time
  • 8 years - 20 years or above
Career Level
  • Middle management level
  • Degree