AVP/Sr Assoc, Complaint Management, Institutional Banking Group

DBS Bank (Hong Kong) Limited; Hong Kong; On-site; HKD 900,000 - 1,300,000; Full time

Job summary

DBS Bank (Hong Kong) Limited is seeking an AVP/Sr Associate for Complaint Management within Institutional Banking to lead end-to-end investigation of customer complaints, coordinate with regulators and ensure timely resolution.

You will analyse data, provide guidance to frontline teams, escalate high-risk issues, and contribute to service-quality initiatives across Corporate and Investment Banking.

Qualifications

• Excellent written and verbal communication skills.
• Fluency in English and Chinese (Cantonese/Mandarin) is required.
• Customer-focused with sound judgment and discretion.

Responsibilities

• Manage and resolve customer complaints, feedback and regulatory enquiries in a fair, timely and professional manner.
• Conduct independent investigations, assess root causes, and recommend customer-focused resolutions.
• Maintain records of actions, findings, approvals and communications throughout the complaint journey.
• Escalate priority regulatory, legal, conduct or reputational matters promptly to appropriate management.
• Analyse complaint data and trends; prepare management information and governance materials.
• Guide frontline teams on complaint handling and service recovery; support knowledge sharing and training.

Skills

Communication skills

English and Chinese

Bilingual

Education

Bachelor's degree or above

Job description

AVP/Sr Assoc, Complaint Management, Institutional Banking Group

Corporate and Investment Banking provides corporate customers with a full range of commercial banking products and services, including cash management services, current accounts, time deposits, trade finance, working capital finance, term loans and foreign exchange. Through our continued commitment, DBS has cultivated long-standing relationships with its customers in the region that are based on account relationship management, service differentiation, product development and rigorous credit standards.

Objectives

Manage and resolve customer complaints, feedback and regulatory enquiries in a fair, timely and professional manner; support customer experience journey; and drive service, process and control improvements.

• Manage customer complaints, potential complaints, feedback and enquiries referred by regulators, ensuring timely acknowledgement, investigation, response and closure in accordance with applicable requirements and internal procedures.
• Conduct independent, evidence-based investigations; assess the merits and root causes of complaints; and recommend fair, practical and customer-focused resolutions.
• Take ownership of each case throughout the end-to-end complaint journey, maintaining complete, accurate and defensible records of actions, findings, approvals, communications and outcomes.
• Communicate clearly, professionally and empathetically with customers.
• Ensure smooth and effective collaboration with stakeholders to obtain information, align investigation findings and agree appropriate resolution and remedial actions.
• Identify priority, regulatory, legal, conduct, fraud, mis-selling and reputational-risk matters, and **escalate** them promptly to the appropriate management and specialist functions.
• Analyse complaint data, customer feedback, root causes and emerging trends; prepare accurate management information, regulatory reports and governance materials.
• Provide guidance to frontline and business teams on complaint handling, customer communication and service recovery, and contribute to knowledge sharing and training.
• Be dedicated to supporting the customer experience journey and related initiatives, including complaint-prevention, process enhancement, customer communication and service-quality projects.
• Support assignments and projects as required.

Key Accountabilities

• Deliver fair, timely and well-documented complaint outcomes that meet customer, business, regulatory and internal governance expectations.
• Maintain effective oversight of complaint timelines, case quality, escalation, record keeping and remedial actions.
• Build effective working relationships with Business Units, Operations, Compliance, Legal and etc.
• Support assignments and projects as required.

Requirements

• Degree holder or above.
• Relevant experience in complaint handling, customer service or banking operations; experience in corporate or institutional banking is an advantage.
• Excellent written and verbal communication skills.
• Good command of written and spoken English and Chinese, including fluency in Cantonese and Mandarin.
• Customer-focused, detail-oriented and highly accountable, with sound judgement and discretion when handling confidential or sensitive matters.

Location:

One Island East

Business Function

Corporate and Investment Banking provides corporate customers with a full range of commercial banking products and services, including cash management services, current accounts, time deposits, trade finance, working capital finance, term loans and foreign exchange. Through our continued commitment, DBS has cultivated long-standing relationships with its customers in the region that are based on account relationship management, service differentiation, product development and rigorous credit standards.

Objectives

Manage and resolve customer complaints, feedback and regulatory enquiries in a fair, timely and professional manner; support customer experience journey; and drive service, process and control improvements.

Principal Responsibilities

• Manage customer complaints, potential complaints, feedback and enquiries referred by regulators, ensuring timely acknowledgement, investigation, response and closure in accordance with applicable requirements and internal procedures.
• Conduct independent, evidence-based investigations; assess the merits and root causes of complaints; and recommend fair, practical and customer-focused resolutions.
• Take ownership of each case throughout the end-to-end complaint journey, maintaining complete, accurate and defensible records of actions, findings, approvals, communications and outcomes.
• Communicate clearly, professionally and empathetically with customers.
• Ensure smooth and effective collaboration with stakeholders to obtain information, align investigation findings and agree appropriate resolution and remedial actions.
• Identify priority, regulatory, legal, conduct, fraud, mis-selling and reputational-risk matters, and **escalate** them promptly to the appropriate management and specialist functions.
• Analyse complaint data, customer feedback, root causes and emerging trends; prepare accurate management information, regulatory reports and governance materials.
• Provide guidance to frontline and business teams on complaint handling, customer communication and service recovery, and contribute to knowledge sharing and training.
• Be dedicated to supporting the customer experience journey and related initiatives, including complaint-prevention, process enhancement, customer communication and service-quality projects.
• Support assignments and projects as required.

Key Accountabilities

• Deliver fair, timely and well-documented complaint outcomes that meet customer, business, regulatory and internal governance expectations.
• Maintain effective oversight of complaint timelines, case quality, escalation, record keeping and remedial actions.
• Build effective working relationships with Business Units, Operations, Compliance, Legal and etc.
• Support assignments and projects as required.

Requirements

• Degree holder or above.
• Relevant experience in complaint handling, customer service or banking operations; experience in corporate or institutional banking is an advantage.
• Excellent written and verbal communication skills.
• Good command of written and spoken English and Chinese, including fluency in Cantonese and Mandarin.
• Customer-focused, detail-oriented and highly accountable, with sound judgement and discretion when handling confidential or sensitive matters.

Location:

One Island East

Job:

User Experience

Schedule:

Regular

Employee Status:

Full time

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DBS is a leading financial services group in Asia with a presence in 19 markets. Headquartered and listed in Singapore, DBS is in the three key Asian axes of growth: Greater China, Southeast Asia and South Asia. The bank's “AA-” and “Aa1” credit ratings are among the highest in the world.

DBS is at the forefront of leveraging digital technology to shape the future of banking, having been named “World’s Best Digital Bank” by Euromoney and the world’s “Most Innovative in Digital Banking” by The Banker. In addition, DBS has been accorded the “Safest Bank in Asia“ award by Global Finance for 17 consecutive years from 2009 to 2025.

DBS is a leading financial services group in Asia with a presence in 19 markets. Headquartered and listed in Singapore, DBS is in the three key Asian axes of growth: Greater China, Southeast Asia and South Asia. The bank's “AA-” and “Aa1” credit ratings are among the highest in the world.

DBS is at the forefront of leveraging digital technology to shape the future of banking, having been named “World’s Best Digital Bank” by Euromoney and the world’s “Most Innovative in Digital Banking” by The Banker. In addition, DBS has been accorded the “Safest Bank in Asia“ award by Global Finance for 17 consecutive years from 2009 to 2025.

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