Senior Manager Governance and Planning - Customer Relations

A Career with Hang Seng Bank Some careers have more impact than others. If you’re looking for a career where you can make a real impression, join Hang Seng and discover how valued you’ll be. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, Hang Seng offers opportunities, support and rewards that will take you further. Customer Proposition and Management is committed to designing differentiating value propositions for strategic customer segments, including mass affluent, mass retail and mainland Chinese with unique anchors on wealth and banking solutions, synergising advanced digital capabilities, and servicing channels to deliver quality client experiences. We continue to develop best-in-class customer life cycle management strategies, ranging from account acquisition, activation, relationship deepening and retention, to accelerate quality customer growth and deepen customer relationships. The team is also dedicated to providing first-class customer experience with a focus on structured customer feedback loop, experience measurements for customer touch points and journeys, key customer journey enhancements as well as efficient complaint resolutions and cultivation of the customer centric culture within the bank. We are currently seeking a high caliber professional to join our team as Senior Manager Governance and Planning - Customer Relations, reporting to Head of Customer Experience and Relations. Principal responsibilities Lead annual and periodic workforce planning for Customer Relations, including FTE forecasting aligned to complaint volumes, service standards, and productivity assumptions. Set and monitor performance measures for complaint handling efficiency and quality, using MI to identify trends, risks, and improvement opportunities. Lead the design and delivery of the Customer Relations target operating model, partnering across teams to implement agreed changes effectively.[for example, further improvement on GenAi and PowerPlatform etc.] Plan, govern, and track initiatives and work with stakeholders to ensure KPIs are met. Improve complaint handling efficiency and quality, ensuring benefits are realised and sustained. Identify and drive RBW-wide enhancements to complaint handling to support achievement of overall complaint performance targets. Integrate complaint data with Net Promoter Score (NPS) insights to identify customer pain points, quantify impact, and recommend actionable initiatives for relevant Business Units. Requirements Bachelor’s degree in a relevant discipline, or equivalent practical experience. Proven experience in retail banking and complaint management or customer service. Strong leadership capability with demonstrated project and people management experience, supported by effective communication and interpersonal skills. Strong in data analysis, ability to identify insights and take improvement actions Proven ability to build strong stakeholder relationships and influence outcomes positively. Proficient in English and Chinese (spoken and written). High level of ownership and a strong service mindset, with a focus on delivering efficient and effective customer service processes. You’ll achieve more when you join Hang Seng Bank Limited. www.hangseng.com/careers https://www.linkedin.com/company/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. Issued by Hang Seng Bank Limited Visit Hang Seng Career Page and sign up with our Talent Community to receive the latest information about our career opportunities in Hang Seng Hong Kong. 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.