Job ref no.: CT3120209-01#0174
Hang Seng Bank Limited

Manager, Customer Relations

Hang Seng Bank Limited

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 five 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


Candidates with less experience will be considered for Assistant Customer Relations Manager


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. CT3120209-01#0174
  • N/A
Job Function
Employment Term
  • Permanent
  • Full-time
  • 5 years - 20 years or above
Career Level
  • Middle management level
  • Degree