Manager in Complaint Handling and Process Improvement

A well established Bank is looking for a Manager in Complaint Handling and Process Improvement

Your new company
A well established Bank is looking for a Manager in Complaint Handling and Process Improvement

Your new role
  • Handle customer complaints which are mainly related to the selling of investment and insurance products and other compliance concerned issues.
  • Directly deal with the regulators (mainly the Hong Kong Monetary Authority and the Hong Kong Federation of Insurers) professionally, responsively and timely and be able to provide professional verbal / written response to the regulators.
  • Coordinate customer surveys, aims to understand customers’ needs and propose the action plan for enhancement, keep track the progress and provide updates to Senior Management.
  • Act as the ‘Voice of Customer’ and provide thought leadership in strategic customer experience enhancements. Initiate service transformation projects based on market leader practices, helicopter view of the root cause of core operation issues to enhance customer journey.
  • Drive the quality assurance on complaint handling and deliver the management update and analysis on customer feedback to Senior Management
  • Resolve customer complaints by embracing customer opinions, identifying root causes of structural operation issues, driving the complaint management and implementing resolution measures in order to reduce future customer pain points.

What you'll need to succeed
  • 5+ years of working experience in complaint handling within the Banking industry.
  • Bachelor degree in the related field.
  • Proficiency in written and spoken English and Chinese Cantonese and Mandarin.

What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call Keith Ho now @ 22307474. Alternatively, you may also send Keith your updated CV to
If this job isn't quite right for you but you are looking for a new position, please contact us for a confidential discussion on your career. #1198587


Job Type
Banking & Financial Services
Banking and Financial Services

Talk to a consultant

Talk to Keith Ho, the specialist consultant managing this position, located in Hong Kong
6604-06,66/F, ICC, 1 Austin Road West, West Kowloon

Telephone: +85222307474

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