Complaint Management & Investigation Unit Manager

Senior (6-10 years)

Technical Skills

  • Arbitration
  • Complaint Handling
  • Compliance
  • Financial Planning
  • Negotiation
  • Quality Assurance
  • Wealth Management

Job Description

Complaint Management & Investigation Unit Manager

Complaint Management & Investigation Unit Manager

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 Complaint Management & Investigation 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 and external parties
  • Handle complaint escalation
  • Attend mediation and arbitration sessions at Financial Dispute Resolution Centre
  • 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
e-mail: [email redacted, apply via Jobable]
Employment TypeFull-time
Career LevelSenior (6-10 years)
Education LevelBachelor
LanguageEnglish, Cantonese
Hang Seng BankFinancial Services, Retail and Commercial Banking

83 Des Voeux Road Central

directions_walk10 mins walk from Central Station