Senior Customer Experience & Complaint Resolution Lead

Hang Seng Bank; Hong Kong; On-site; HKD 700,000 - 900,000; Full time

Job summary

Hang Seng Bank in Hong Kong is seeking a senior role to lead and oversee complaint investigations, ensuring timely resolution and regulatory-aligned outcomes. You will drive remediation plans, coordinate with stakeholders, and maintain high-quality communications for customers and regulators.

The role requires IIQE qualifications, leadership experience in operations, and a background in complaint handling. Strong process design skills and risk awareness are essential for success in this

Qualifications

• Passed IIQE Paper 1, 2 & 3 or equivalent qualification.
• Proven people leadership and performance management in operations/service environment.
• Proven experience in complaint handling and change management to drive customer journey enhancement.
• Experience in customer communication, MI/reporting, or services improvement.
• Experience in process design/standard work mindset (triage rules, decision trees, case lifecycle).

Responsibilities

• Manage complex and high-impact cases; ensure investigations are thorough, evidence-led, and well documented.
• Drive and align with stakeholders for remediation plans, ensure outcomes are fair, consistent, and defensible.
• Review and sign off key customer / regulator correspondence; ensure tone, clarity, and compliance with regulatory requirements.
• Assess conduct, reputational, operational, and regulatory risk; escalare to senior stakeholders and control functions as required.
• Monitor quality standards, conduct case reviews, coaching, and calibration to improve consistency across handlers.
• Monitor service levels, ageing, and backlog; remove blockers and coordinate cross-functional actions to meet deadlines.

Skills

Complaint handling

People leadership

Change management

Customer communication

Process design

Regulatory knowledge

Education

Bachelor

Job description

Hang Seng Bank in Hong Kong is seeking a senior role to lead and oversee complaint investigations, ensuring timely resolution and regulatory-aligned outcomes. You will drive remediation plans, coordinate with stakeholders, and maintain high-quality communications for customers and regulators.

The role requires IIQE qualifications, leadership experience in operations, and a background in complaint handling. Strong process design skills and risk awareness are essential for success in this