We are currently seeking a high calibre professional to join our team as a Manager, Complaint Governance and Insights.

In this role you will:

• Drive efficiency and ensure consistency in complaints data management, including data quality checks, reconciliations, and reporting controls
• Lead end-to-end RCA on complaint themes to identify systemic drivers, control gaps, and process weaknesses
• Translate complaint data, case narratives, and customer voice into actionable insights and prioritised recommendations that improve customer outcomes and experience
• Identify emerging risks and trends early; escalate with evidence-based analysis, impact assessment
• Produce regular and ad hoc complaints MI for stakeholders, senior management, governance committees, and regulators, ensuring clarity, and accuracy
• Maintain and enhance complaints handling guidelines, operating instructions, registers, and MI standards in line with internal requirements and applicable regulatory expectations
• Partner with relevant stakeholders and 2LoD on control testing and monitoring; maintain evidence, track actions, and drive timely closure of findings
• Monitor regulatory and internal control changes; perform impact and gap assessments and support remediation planning and delivery
• Support audit/inspection readiness through strong documentation, audit trails, and timely, high-quality responses to requests

To be successful you will need:

• Relevant experience in complaints, governance/controls, customer insights/analytics, quality assurance, or consulting; insurance experience is strongly preferred
• Highly organised and detail-minded with strong prioritisation and delivery discipline
• Strong critical thinking and judgement; able to challenge constructively and influence outcomes across stakeholders
• Strong executive and regulatory writing skills; confident communicator with senior stakeholders
• Advanced Excel and strong PowerPoint skills; responsible and confident use of AI tools to improve productivity while maintaining data integrity and control standards
• Fluent in English and Cantonese; Mandarin welcomed but not mandatory

Issued by The Hongkong and Shanghai Banking Corporation Limited.

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