VP, Customer Relations, Business Banking - Hang Seng Bank (HK)

Lead customer relations for Commercial Banking, handling and investigating complaints while ensuring compliance with internal and external guidelines. Serve as an escalation point, own end-to-end case management, and drive service recovery through customer negotiation and root-cause analysis. Support oversight of the Customer Relations team, help define performance measures, and reengineer customer experience processes to improve operational efficiency and strengthen customer relationships.