A Career with Hang Seng Bank Hang Seng is committed to service excellence. Our people are our most important asset and play a vital role in our efforts to continually enhance our performance for customers and provide best-in-class products and services. We seek to attract high-calibre talent by offering...

A Career with Hang Seng Bank

Hang Seng is committed to service excellence. Our people are our most important asset and play a vital role in our efforts to continually enhance our performance for customers and provide best-in-class products and services. We seek to attract high-calibre talent by offering a dynamic working environment, good career development opportunities and competitive compensation packages.

Manager, Customer Service

Job level Middle
Work exp 5 Years To 15 Years or above
Education Bachelor Degree
Location Hong Kong
Employment type Full Time
Industry Banking
Job function Banking / Finance > Others
Published On 09/11/2016

Consumer Assets - Telesales and Customer Relationship Department

Telesales and Customer Relationship Department is responsible for promoting products of Credit Card, Personal Loan, Mortgage and Secured OD across different customer bases and to achieve higher sales targets. The Department also manages the performances of portfolio review, card authorization, customer relationship and Contact Centres in China to maximize profitability and provide quality service to the customers.

We are currently seeking high caliber professionals to join our department as Manager, Customer Service.

Principal Responsibilities

  • Lead and supervise a team of Assistant Customer Relationship Managers to address and resolve customer feedback, including but not limited to complaints, compliments, suggestions and other special cases in a professional and timely manner
  • Liaise with other departments to conduct case investigations and ensure the investigation reports are submitted on time
  • Provide guidance and support to all Assistant Customer Relationship Managers to ensure accurate and consistent handling of customer complaints and comments
  • Collect and analyze customer feedback; identify areas for improving operational effectiveness and customer satisfaction, and take remedial actions with the relevant departments
  • Participate in ad-hoc projects and assignments as instructed by the superiors

Requirements

  • Degree holder or above in Business Administration, Bilingual Studies or related disciplines
  • At least 5 years of banking experience in Card and Personal Lending products, with complaint handling role
  • Good interpersonal, communication and presentation skills with analytical mind and problem-solving skills
  • Strong leadership with training and coaching skills and possess customer-service mindset with strong sense of responsibility
  • Excellent command of written and spoken English and Chinese is a must
  • Great Sense of ownership and servicing mindset to ensure efficient and effective customer service processes 

Candidates with less experience will be considered for the post of Assistant Manager, Customer Relationship.

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.comand send your resume via e-mail: recruit13@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.