Complaint Resolution Manager - Virtual Banking & Service Ops

Industrial and Commercial Bank of China; Hong Kong; On-site; HKD 420,000 - 540,000; Full time

Job summary

Industrial and Commercial Bank of China (Asia) Limited in Hong Kong is seeking an experienced banking professional to manage customer complaints, conduct investigations, and ensure regulatory compliance across channels.

The role requires strong mediation, analytical and problem-solving skills, excellent presentation and interpersonal abilities, and proficiency in English, Cantonese and Putonghua, plus MS Office suite for drafting responses and reports.

Qualifications

• University degree in banking or related disciplines preferred.
• Minimum 5 years of banking experience with customer complaint handling.
• Knowledge of retail bank account opening workflow, KYC, CDD, and AML regulatory guidelines.
• Excellent mediation, analytical, problem-solving, and able to handle complaints independently.
• Strong presentation and interpersonal skills.
• Fluent in English, Cantonese and Putonghua; able to draft formal, compliant response letters and investigation reports.

Responsibilities

• Manage customer complaints and feedback received through multiple channels, ensuring adherence to regulatory requirements.
• Collaborate with relevant parties to conduct thorough complaint investigations and root cause analyses, providing timely responses to customers.
• Develop and propose complaint resolutions designed to minimize reputational risk while aligning with business strategies.
• Analyze customer complaints/feedback and evaluate internal workflows to identify service gaps; recommend practical service and system enhancements.
• Compile and prepare periodic management reports.

Skills

Mediation

Analytical thinking

Problem solving

Presentation skills

Interpersonal skills

Education

University degree in Banking or related disciplines

Tools

MS Office

Job description

Industrial and Commercial Bank of China (Asia) Limited in Hong Kong is seeking an experienced banking professional to manage customer complaints, conduct investigations, and ensure regulatory compliance across channels.

The role requires strong mediation, analytical and problem-solving skills, excellent presentation and interpersonal abilities, and proficiency in English, Cantonese and Putonghua, plus MS Office suite for drafting responses and reports.