- Responsible for supervising team members in handling customer complaints in accordance with the Bank's procedures & regulatory requirements and performing root cause analysis & relevant procedure reviews.
- Ensure customer complaints are handled in compliance with all policies, rules, guidelines, requirements prescribed by regulators as well as the Bank
- Review statistic reports for complaint cases
- Perform root cause analysis & relevant procedure reviews and work out the action plan to rectify any recurring problems resulted in causing the complaints
- Assist the Section Head in identifying improvement opportunities and service level upgrading needs from complaint cases
- Coordinate with related departments to carry out the action plan to prevent the recurrence of the complaints and improve the bank's service level
- Communicate and co-ordinate with internal departments to ensure smooth implementation of the action plan
- Coach and supervise the subordinates, encourage them to attend respective training and build up team spirit
- Comply with all applicable regulations, rules, codes, guidelines and standards set by regulators and the Bank, and carry out duties with high integrity; and
- Adhere to all established risk control guidelines, procedures and measures to identify, assess, report, mitigate and monitor the risks involved in the day-to-day work
- Streamline daily operation procedures for the team for operational efficiencies
- Perform ad hoc tasks for the Department and Personal Banking Division Requirements
- Bachelor degree holder
- Preferable over 10 years' experience in banking sector cover the following: At least 5 years' experience in managerial role with solid experience in complaint handling; Good knowledge of regulatory policies, guidelines governing retail banking services; Good knowledge of retail banking products and services; Good planning, analytical skills and self-initiated;
- A team player with strong communication skills and risk awareness;
- PC literate with good knowledge of MS Office
- Good command of both spoken and written English and Chinese, preferably including Putonghua.
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Senior Service Quality Manager - Hong Kong, 香港 - The Bank of East Asia
描述
Responsibilities
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