HANG SENG BANK

Regulatory & Major Complaint Response Unit Manager

Job Details

Company Overview

Quality Assurance – Risk & Administration Office

Hang Seng strives to provide world class standard services to our customers and exercise proactive risk management.

Risk and Administration is dedicated to manage operational risk, internal control, quality and sustainability across Operations, Services and Technology. We also play a key role in driving robust service culture by managing customer feedback and incidents to ensure service delivery excellence, as well as providing consistent and strong operational support to our business partners on procurement management, financial planning and knowledge management.

Should you join our Risk and Administration function, you will contribute in driving continuous quality improvement to increase business partner and customer satisfaction. You will have opportunity to take part in formulating internal control strategy and fostering an effective risk and control environment. You will work closely with various departments to understand their operational and procurement needs, so as to structure comprehensive solutions to aid them to operate efficiently and excellently.

We are currently seeking a high caliber professional to join our department as Regulatory & Major Complaint Response Unit Manager.

Principal responsibilities

Ensure customer opinions are handled in a timely and professional manner, and in compliance with internal and external regulations
Carry out investigations and work closely with relevant parties in resolving disputes and drawing up replies to customers, regulatory bodies and external parties
Attend mediation and arbitration sessions at Financial Dispute Resolution Centre

Requirements

University degree in a related discipline
Minimum of seven years' experience in complaint handling
Good knowledge of wealth management and investment products
Strong self-motivation with excellent communication, negotiation and interpersonal skills
Proficiency in both English and Chinese
High level of customer centricity mindset with dedication to deliver exceptional quality services for customers

(Candidates with less experience will be considered for the position of Assistant Regulatory & Major Complaint Response Unit Manager.)

To apply, please read carefully the ‘ Note on Collection of Personal Data and Information’ available in the careers page of our Hang Seng website : www.hangseng.com and send your resume via e-mail : recruit08@hangseng.com for our processing. You can also visit our website for further details about career opportunities with the Bank. Applicants who are not contacted within one month may consider their applications unsuccessful.

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.

Additional Information

Work Exp

7 Years - 15 Years or above

Education

Bachelor Degree

Employment Type

Full Time

Location

Within Hong Kong

Job Level

Middle

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