Customer Relations Deputy Director

We are currently seeking a high calibre professional to join our team as a Customer Relations Deputy Director.

In this role you will: 

• Manage and resolve customer complaints from all channels in line with internal guidelines and external regulatory requirements
• Own complex and sensitive cases, applying sound judgement, confidentiality, and customer-centric decision-making
• Identify potential conduct, operational, reputational, and regulatory risks; escalate special/high-risk cases to Senior Management immediately with clear facts and recommended actions
• Propose fair, timely, and well-documented resolutions to settle complaints and achieve assigned complaint KPIs
• Conduct thorough investigations by gathering evidence, reviewing records, and interviewing relevant parties
• Liaise with internal stakeholders and external parties where required to ensure complete fact-finding
• Maintain accurate case notes, decision rationale, and audit-ready documentation
• Analyse complaint trends and root causes; identify systemic issues and control gaps
• Recommend and drive remedial actions and process improvements with stakeholders to prevent recurrence and improve customer experience
• Track actions to closure and monitor effectiveness
• Provide training/coaching to maintain and uplift service standards
• Support the review of complaint handling guidelines and relevant procedures
• Support management information, reports, and papers (e.g., trends, risk themes, KPI performance, key cases) and ad hoc tasks as required

To be successful you will need: 

• University graduate
• Solid experience in customer service, with strong exposure to complaint handling and service recovery
• Life insurance background; knowledge of employee benefits is an advantage
• Insurance Intermediaries Qualifying Examination Papers 1, 3 and 5 preferred
• Customer-centric and outcome-focused
• Excellent mediation, analytical, and problem-solving skills; able to handle complaints independently, efficiently, and confidentially
• Strong ownership and accountability: monitor case status daily, resolve urgently, and escalate promptly to avoid delays
• Detail-oriented with high accuracy in outputs
• Strong presentation, communication, and interpersonal skills; confident engaging stakeholders across varying seniority
• Mature, resilient, open-minded, and able to work under pressure with tight timelines and a “can-do” mindset
• Proficient in MS Word, Excel, and PowerPoint
• Strong verbal and written English and Chinese
• Risk-aware with sound judgement and integrity
• Collaborative and able to influence across teams
• Calm, respectful conflict resolution and clear decision-making

Issued by The Hongkong and Shanghai Banking Corporation Limited. 

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