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Lead teams to handle customer complaints from end-to-end perspective so as reinforce the bank's reputation and identify areas for continuous improvement
Attend internal compliance and audit review meetings, HKMA on-site examinations and mediation and arbitration sessions arranged by regulators.
Supervise subordinates to liaise with regulators and monitor cases in line with the requirement of complaint handling policy/procedure
Identify gaps, improvement priorities from valid or invalid complaints for review and escalation to respective business /support units for consideration and implementation of improvement action
Review other voices of customers besides complaint lodged in CMS system to analyze customers' needs and dissatisfaction and refer to respective department for review and consideration of improvement action
Formulate and review complaint handling policy and service quality related procedures
Monitor and raise suggestion/enhancement to complaint management system
Degree holder in Quality Management, Social Science, Business Administration or related disciplines
Minimum 15 years working experience in Quality Management, preferably from banking and finance industry
With patient and service quality oriented mindset and profound knowledge in complaint handling and service quality improvement
Good analytical, planning and driving skills
Tactful & excellent presentation and interpersonal skills
Good command of written and spoken English and Chinese (Cantonese & Putonghua)