Senior Manager Governance and Planning - Customer Relations - Hang Seng Bank (HK) (Mongkok, Kowloon, HK)

HSBC
Hong Kong
Workplace: HybridFull-timeFunction: Solutions Engineering & Sales EngineeringEducation: bachelorsSkills: ["Leadership","Communication","Stakeholder management","Problem solving"]

Senior leadership role overseeing governance, workforce planning, and performance management for Customer Relations. Lead operating model design, KPI tracking, data integration (including NPS insights), and cross-team initiatives to improve complaint handling efficiency and customer outcomes in a retail banking context.

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FursaFursa
HSBC
HSBC
4 months ago

Senior Manager Governance and Planning - Customer Relations - Hang Seng Bank (HK) (Mongkok, Kowloon, HK)

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Last checked: 19 hours agoStatus: Live

Job Summary

Senior leadership role overseeing governance, workforce planning, and performance management for Customer Relations. Lead operating model design, KPI tracking, data integration (including NPS insights), and cross-team initiatives to improve complaint handling efficiency and customer outcomes in a retail banking context.
Location: Hong Kong
Workplace: Hybrid
Job Function: Solutions Engineering & Sales Engineering
Seniority: Sr. Manager level

Key Responsibilities

  • •Lead annual and periodic workforce planning for Customer Relations, including FTE forecasting aligned to complaint volumes, service standards, and productivity assumptions.
  • •Set and monitor performance measures for complaint handling efficiency and quality, using MI to identify trends, risks, and improvement opportunities.
  • •Lead the design and delivery of the Customer Relations target operating model, partnering across teams to implement agreed changes effectively.
  • •Plan, govern, and track initiatives and work with stakeholders to ensure KPIs are met. Improve complaint handling efficiency and quality, ensuring benefits are realised and sustained.
  • •Identify and drive RBW-wide enhancements to complaint handling to support achievement of overall complaint performance targets.

Key Requirements

  • •Bachelor's degree in a relevant discipline, or equivalent practical experience.
  • •Proven experience in retail banking and complaint management or customer service.
  • •Strong leadership capability with demonstrated project and people management experience, supported by effective communication and interpersonal skills.
  • •Strong in data analysis, ability to identify insights and take improvement actions.
  • •Proven ability to build strong stakeholder relationships and influence outcomes positively.
Experience:Retail bankingCustomer serviceComplaint handlingData analysis
Education:Bachelor's
Skills:LeadershipCommunicationStakeholder managementProblem solving
Languages:EnglishChinese
Tech Stack:GenAIPower PlatformMIMicrosoft

Company Brief

HSBC
Global banking and financial services organisation offering retail, commercial, corporate and investment banking, wealth management, and global markets services across Europe, Asia, the Americas and the Middle East.
Industry: Banking
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: London, United Kingdom
Founded: 1865
Glassdoor
Glassdoor: 3.6
WebsiteLinkedIn