Assistant Customer Relations Manager - Governance - Hang Seng Bank (HK)

• Support the establishment and monitoring of effective risk management and controls within Complaint Handling and Customer Experience by assisting in the assessment of operational risks and review of control procedures and monitoring programs.
• Maintain departmental procedures in relation to customer complaints to ensure full compliance of FIM and regulatory requirements.
• Conduct quality assurance checking on case handling to ensure delivery of fair outcomes for our customers, escalate to senior management as appropriate and make suggestions for remedial action.
• Prepare MI to help monitor service quality and complaint handling TAT levels and drive insightful analysis of data for the production of timely and actionable management plans.
• Support and handle the checking requests from internal or external parties, including auditors and regulators, towards ensuring that the complaint management model is on good track and in full compliance with internal and external requirements.
• Support the implementation of quality enhancement and control strengthening initiatives according to the review findings and Group policies update.
• Assist in manpower and performance management including capacity planning, service quality management and MI reporting.
• Provide administrative support on staff recruitment/onboarding/offboarding, system maintenance, cost review and vendor management, training matter, Fusion settlement and various operations on complaint management etc.
• Support ad-hoc projects such as system setup, transformation projects, implementation of new process initiatives etc.

• University degree in a Business Administration, Services / Hospitality / Operation Management or other relevant qualifications
• Minimum three years' retail banking experience on customer services or complaint handling, with skills on data analytics and process mapping
• Experience in customer experience management, complaint resolution, service quality monitoring and project management a definite advantage
• Customer-oriented with excellent service mindset, empathy and analytical skills
• Effective interpersonal and communication skills with strong teamwork and sense of responsibility
• Proficiency in both English and Chinese

HSBC