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Customer Service Manager ( Compliant Handling)

Location
Hong Kong
Job Type
Permanent
Posted
8 Sep 2022
Responsibilities:
  • Coordinate and handle corporate general complaint/feedback ;
  • Analyze and identify service gaps by reviewing internal workflows/procedures (focusing on corporate customer on-boarding and service delivery). Recommend feasible service and system enhancement to improve service standard and business efficiencies
  • Coordinate and implement the workout plan, facilitate the streamlining process, and review its effectiveness.
  • Facilitate frontline's business plan, conduct research on customer on-boarding and account opening, formulate and promote the feasible enhancement plan
  • Manage transformation projects, actively sort out the difficulties, timely report the projects' progress and the potential risks, formulate and follow up the solutions
  • Prepare and monitor the optimized measures during pre-implementation stage, coordinate with different units and ensure the timeliness of the implementation
  • Well coordinate and communicate with frontline, legal and compliance, and the related units, review the workflow and its efficiencies, promote different kinds of enhancement
  • Prepare periodic statistic and management reports.
  • Perform other duties assigned by supervisors.
Requirements :
  • Degree or above (preferably with major in Law/Banking/Business Administration or related disciplines or relevant professional qualifications (e,g. CAMS))
  • At least 3 years' experience in Complaint Handling/Sales/Business control/Operation/Project Management in Banking sector (solid and all round experiences in large banks would be an advantage)
  • Familiar with relevant laws & regulations, standards and market practices; sound knowledge of risk management, business and company law
  • Sound knowledge of complaint handling, corporate customer on-boarding and service delivery procedures
  • Strong market sense and able to recognize customers' need
  • Proactive and positive to work, able to meet tight deadlines and work under pressure
  • Good research, analytical and organizational skills
  • Self-motivated and good team-player with creative thinking
  • Excellent problem-solving, project management, report writing, communication and interpersonal skills.
  • Good command of spoken and written Chinese and English

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Details

  • Job Reference: 707120169-2
  • Date Posted: 8 September 2022
  • Recruiter: Bank Of China (Hong Kong) Limited
  • Location: Hong Kong
  • Salary: On Application
  • Sector: Banking & Financial Services
  • Job Type: Permanent