Responsibilities:

• Handle customer complaints and feedback from various means strictly in accordance with internal & external regulatory requirements and report special cases to management immediately;
• Liaise with relevant parties for thorough investigation of complaints & root cause analysis and reply customers in a timely manner;
• Propose resolutions to complaints and ensure they can minimize the Bank’s reputational risk as well as in line with the overall business strategies, aiming to turn customer complaints into compliments;
• Review customer complaints/feedback and internal workflows/procedures to identify service gaps. Recommend feasible/practical service and system enhancement to meet/exceed customer expectations, thus, increase customer satisfaction and loyalty;
• Conduct service quality assessments to monitor internal service standard. Provide training/coaching to ensure members compliance with internal & external regulatory requirements and achievement of service excellence & KPI;
• Prepare periodic management reports.

Requirements:

• University graduate in translation/business discipline;
• For Senior Manager role, minimum 7 years of working experience in financial institution (preferably in banking industry), by which at least 5 years hands on experience in complaint handling with 3 years in supervisory role;
• Less experience will also be considered as Manager role;
• Positive thinking, strong initiative, result-oriented and willing to embrace challenges;
• Customer-centric and innovative;
• Excellent mediation, analytical, problem-solving skills and able to handle complaints independently;
• Strong presentation and interpersonal skills;
• Good command of verbal and written English and Chinese. Proficient in Putonghua would be an advantage;
• Proficient in common PC applications, such as MS Word, Excel and PowerPoint, etc.