Senior Customer Service Manager - Hang Seng Insurance - Hang Seng Bank (HK) (Mongkok, Kowloon, HK)

HSBC
Hong Kong
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Education: certificationSkills: ["People leadership","Performance management","Complaint handling","Change management","Customer communication"]

Lead and oversee complaint investigations to ensure thorough, evidence-led outcomes, consistent decision-making, and clear communications that meet customer needs and regulatory expectations. Drive remediation alignment with stakeholders, review and sign off key correspondence, and assess conduct and regulatory risk for appropriate escalation. Improve quality through case reviews, coaching, calibration, and by monitoring service levels, ageing, and backlog to remove blockers and meet deadlines.

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FursaFursa
HSBC
HSBC
4 days ago

Senior Customer Service Manager - Hang Seng Insurance - Hang Seng Bank (HK) (Mongkok, Kowloon, HK)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 16 hours agoStatus: Live

Job Summary

Lead and oversee complaint investigations to ensure thorough, evidence-led outcomes, consistent decision-making, and clear communications that meet customer needs and regulatory expectations. Drive remediation alignment with stakeholders, review and sign off key correspondence, and assess conduct and regulatory risk for appropriate escalation. Improve quality through case reviews, coaching, calibration, and by monitoring service levels, ageing, and backlog to remove blockers and meet deadlines.
Location: Hong Kong
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Manager level

Key Responsibilities

  • •Manage complex, high-impact complaint cases with thorough, evidence-led documentation.
  • •Align stakeholders on remediation plans to ensure fair, consistent, and defensible outcomes.
  • •Review and sign off customer/regulator correspondence for tone, clarity, and regulatory compliance.
  • •Assess conduct, reputational, operational, and regulatory risk and escalate to senior stakeholders as needed.
  • •Monitor service levels, ageing, and backlog; remove blockers and coordinate cross-functional actions to meet deadlines.

Key Requirements

  • •Passed IIQE Paper 1, 2 & 3 or equivalent qualification.
  • •Proven people leadership and performance management in operations/service environment.
  • •Proven experience in complaint handling and change management to drive customer journey enhancement.
  • •Experience in customer communication, MI/reporting, or services improvement.
  • •Experience with process design/standard work mindset, including triage rules, decision trees, and case lifecycle.
Education:Certification / Diploma in IIQE Paper 1, 2 & 3
Skills:People leadershipPerformance managementComplaint handlingChange managementCustomer communication
Certifications:IIQE Paper 1IIQE Paper 2IIQE Paper 3

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