Responsibilities
Manage the customer complaint handling workflow in bank level and work closely with complaint handlers in each department to ensure that complaints are handled in compliance with the latest regulatory requirements and ISO standards
Review the complaint investigation report and relevant supporting documents to conclude their substantiation
Identify root causes from complaints and suggest quality improvement initiatives to prevent repetition of the complaints
Develop Root Cause Analysis tools and assist in providing training and briefing sessions
Prepare regular reports, statistics and analytics to parties concerned
Cultivate among the stakeholders a positive and customer-focused mindset in service quality improvement
Coordinate with relevant business parties to investigate investment product related complaints and report the mis-selling cases
Keep customers informed about the progress of their complaints, ensuring timely updates on the status of investigations and resolutions
Provide empathetic and professional communication, demonstrating active listening and commitment to resolve their concerns
Requirements
University graduate in Banking, Business Management, Total Quality Management or related discipline
A minimum of 7 years’ experience in customer services or service quality with proven track record in implementing service improvements and experience in investment product complaints handling will be a definite advantage
Sound knowledge of personal banking services and operations, and familiar with related regulatory requirements
Comfortable presenting information to large groups of people, facilitating meetings, and leading group discussions
Ability to analyze large sets of data and communicate findings to others
Strong communication, presentation, analytical and problem-solving skills and able to use slides, graphs and charts to tell the story and show process improvement in highly visible and easily understood visual forms
Capable of influencing stakeholders in providing professional suggestions and support on service quality in the Bank
Great sense of ownership and servicing mindset
Maintain a good working relationship with internal clients to enhance customer satisfaction and work with colleagues at all levels
Strong written and oral communication skills in both English and Chinese
Demonstrated ability to manage work efforts in a collaborative environment
Hands-on experience in Management Information reporting and database management
Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Publisher, etc.) and Tableau software
*Candidates with more experience will be considered for the position of Senior Service Quality Manager