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Manager, Complaint Governance and Insights

Location: 

Kowloon City, Kowloon, HK

Brand:  HSBC
Area of Interest: 
Closing Date:  Office Worker
Date:  14 May 2026

Job description

GCB 5

 

 

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

 

Opening up a world of opportunity 
http://www.hsbc.com/careers 

 

HSBC is committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within an inclusive and diverse environment. Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website. 

 

Issued by The Hongkong and Shanghai Banking Corporation Limited. 

https://www.youtube.com/embed/QmZ7Un5gR8c?si=LCa6slfBqlUlxUE-

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