Assistant Manager: Complaint Investigation & Service Improvement

Public Bank (Hong Kong) Ltd; Hong Kong; On-site; HKD 30,000 - 55,000; Full time

Job summary

Public Bank (Hong Kong) Ltd is seeking a seasoned customer service professional to lead complaint handling and investigations in a fast-paced banking environment.

The role focuses on independently handling cases, ensuring regulatory compliance, and driving service improvements. English and Chinese proficiency, plus strong interpersonal skills, are essential. Degree holder with substantial experience, including managerial responsibilities, will be considered for the Deputy Manager track.

Qualifications

• Handle complaint cases independently with prompt, detailed investigations.
• Ensure investigations comply with procedures and regulations.
• Knowledge of banking products and operations is an advantage.
• Proficiency in spoken and written English and Chinese.
• Degree holder with minimum 5 years in customer service/complaints handling (2+ years at managerial level).

Responsibilities

• Handle complaint cases independently and carry out prompt, detailed investigations.
• Ensure investigations comply with procedures and regulatory requirements in a timely and appropriate manner.
• Promote, develop and implement service-improvement activities.

Skills

Excellent interpersonal and沟通 skills

Education

Degree holder or above

Job description

Public Bank (Hong Kong) Ltd is seeking a seasoned customer service professional to lead complaint handling and investigations in a fast-paced banking environment.

The role focuses on independently handling cases, ensuring regulatory compliance, and driving service improvements. English and Chinese proficiency, plus strong interpersonal skills, are essential. Degree holder with substantial experience, including managerial responsibilities, will be considered for the Deputy Manager track.