Customer Service Manager (Complaint Handling)

Company : Bank Of China (Hong Kong) Limited

Job Type : Full Time

Hong Kong

Job Description - Customer Service Manager (Complaint Handling)

Responsibilities:

Coordinate and handle general complaint/feedback from corporate customers
Analyze and identify service gaps by reviewing customer complaints or internal workflows/procedures (focusing on corporate account opening, account management 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 account opening and account management, 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
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 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 account opening 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
Proficient in computer applications (such as MS Word, Excel, PowerPoint)

If you are applying for in-scope position(s) under the Mandatory Reference Checking Scheme (i.e., A role carrying out regulated activities licensed by the IA, SFC & MPFA), you are required to undergo the Mandatory Reference Checking. Our responsible recruiter will inform you the details of the MRC process and the requirements in due course. For details, please click here .

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Customer Service Manager (Complaint Handling)

Job Description - Customer Service Manager (Complaint Handling)

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