Job Description

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.

Hang Seng’s Commercial Banking business provides customized one-stop financial solutions to our corporate customers, from prime small and medium-sized businesses to publicly listed companies.

For customers conducting business locally or around the world, we offer a comprehensive range of services including corporate lending, trade and receivables finance, structured loan, cash management, investment, treasury services, insurance and e-Banking services. As a reliable financial partner, we attend to the specific business needs of our customers and provide efficient tailor-made banking solutions through our relationship managers and dedicated specialists.

We are currently seeking a high caliber professional to join our department as VP, Customer Relations, Business Banking.

Principal responsibilities

• Handle and investigate Commercial Banking complaints in a timely, professional manner, ensuring compliance with internal and external rules and guidelines
• Act as an escalation point, support Business Units in decision-making, provide complaints system administration/support, and reduce repeat issues through strong root cause analysis and continuous improvement.
• Own case management end-to-end, including effective customer negotiation and service recovery where appropriate
• Provide assistance in the oversight of the Customer Relations team and define parameters for measuring performance level
• Recommend service strategies and actions to recover, retain, and strengthen customer relationships
• Ensure prompt and effective handling and service recovery for complaints and customer feedback channeled from senior management and regulatory bodies
• Proactively share own experience with the team and facilitate team development to enhance the quality of service provided
• Provide assistance in deploying governance procedures and standards to ensure effective risk management and regulatory compliance within Commercial Banking
• On-going reengineering of overall customer experience processes to achieve higher operational efficiency

Requirements

• University degree in Business Administration or related disciplines
• Proven experience in customer experience management, with good knowledge of Commercial Banking is an advantage
• Strong self-motivation, with good communication and interpersonal skills
• High level of attentiveness to detail, with strong business sense and able to make sensible business judgments
• High level of customer-centric mindset with dedication to deliver exceptional quality services for customers
• Able to provide flexible, creative and authoritative service recovery solutions and alternatives to customers
• Proficiency in both English and Chinese, fluency in Putonghua is an advantage

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

CMB

CMB2026