Head of Customer Relations - Hang Seng Bank (HK)

HSBC
Hong Kong
Workplace: HybridFull timeFunction: Administration & Executive AssistanceEducation: bachelorsSkills: ["Leadership","Customer-centricity","Communication","Negotiation","Decision-making","Analytical thinking"]

Lead and steer a team of complaint-handling Customer Relations managers to investigate and resolve customer complaints. Drive service and process improvements by preparing MI reports and trend analysis for key stakeholders. Ensure timely escalation and approvals when required, and protect the bank’s reputation through effective complaint outcomes. Maintain compliance with internal and regulatory requirements while leading customer-centric service delivery.

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HSBC
HSBC
2 months ago

Head of Customer Relations - Hang Seng Bank (HK)

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Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 24 minutes agoStatus: Closed

Job Summary

Lead and steer a team of complaint-handling Customer Relations managers to investigate and resolve customer complaints. Drive service and process improvements by preparing MI reports and trend analysis for key stakeholders. Ensure timely escalation and approvals when required, and protect the bank’s reputation through effective complaint outcomes. Maintain compliance with internal and regulatory requirements while leading customer-centric service delivery.
Location: Hong Kong
Workplace: Hybrid
Employment Type: Full time
Job Function: Administration & Executive Assistance
Seniority: Sr. Manager level

Key Responsibilities

  • •Lead and steer a team of complaint-handling Customer Relations managers for complaint investigation and resolution.
  • •Prepare MI reports and papers for stakeholders on trends and analysis of complaint cases to drive service/process improvement.
  • •Ensure timely escalation and/or approvals are obtained where required.
  • •Protect the bank’s reputation through timely and effective complaint resolution.
  • •Ensure compliance with internal and regulatory requirements.

Key Requirements

  • •University degree in Finance and Accounting, Finance, Economics, Banking, Business Management, or related discipline.
  • •Proven experience in the banking industry with focus on complaint handling or commercial banking.
  • •Customer-centric mindset dedicated to delivering exceptional service quality.
  • •Ability to lead and motivate complaint-handling case managers.
  • •Strong communication, analytics, judgment, and decision-making skills, including the ability to influence and negotiate effectively.
Experience:BankingCommercial banking
Education:Bachelor's in Finance and Accounting, Finance, Economics, Banking, Business Management (and related disciplines)
Skills:LeadershipCustomer-centricityCommunicationNegotiationDecision-makingAnalytical thinking

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