Manager, Complaint Governance and Insights

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...