Job ref no.: CT3130040-01#0111
Hang Seng Bank

Senior Customer Relations Manager

Hang Seng Bank

Customer Value Management

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

Principal responsibilities

  • Oversee the handling of customer complaints related to retail banking products from all channels, in particular investment and insurance (I&I) mis-selling and non mis-selling cases
  • Act as team leader and directly deal with cases escalated from team members
  • Ascertain thorough and quality investigation into complaints is conducted 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
  • Collaborate with Subject Matter Experts and Second Line of Defense in establishing risk management policies and maintaining a robust scrutiny of sales practices
  • 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 handling I&I complaint cases or experience in sales role
  • 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


The health and safety of our employees and candidates is very important to us. Due to the current situation related to the Novel Coronavirus (2019-nCoV), we’re leveraging our digital capabilities to ensure we can continue to recruit top talent at the HSBC Group. As your application progresses, you may be asked to use one of our digital tools to help you through your recruitment journey. If so, one of our Resourcing colleagues will explain how our video-interviewing technology will be used throughout the recruitment process and will be on hand to answer any questions you might have.

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. CT3130040-01#0111
Job Function
Employment Term
  • Permanent
  • Full-time
  • 8 years - 20 years or above
Career Level
  • Senior management level
  • Degree