Senior AVP, Complaint Management — Institutional Banking

DBS Bank Ltd; Hong Kong; On-site; HKD 420,000 - 660,000; Full time

Job summary

DBS Bank Ltd in Hong Kong seeks a User Experience professional to manage customer complaints from intake to resolution and support service improvements across the journey. You will work closely with Regulatory and Business units to ensure accurate investigations and timely responses, while maintaining robust records and clear customer communication.

The role emphasizes customer-centric service delivery, risk awareness, and collaboration to enhance the overall customer experience in a banking

Qualifications

• Excellent written and verbal communication skills.
• Customer-focused and detail-oriented with sound judgement.
• Discretion when handling confidential or sensitive matters.

Responsibilities

• Manage and resolve customer complaints, feedback and regulatory enquiries in a fair, timely and professional manner.
• Support customer experience journey and drive service and process improvements.
• Investigate complaints end-to-end with evidence-based reasoning and appropriate resolutions.
• Maintain complete, accurate records of actions, findings and communications.
• Communicate clearly with customers and collaborate with stakeholders to resolve issues.
• Identify priority regulatory, legal, conduct, fraud and reputational-risk matters and escalate as needed.
• Analyze complaint data and trends to inform governance materials.

Skills

Communication skills

Attention to detail

Accountability

Discretion

Education

Bachelor's degree or above

Job description

DBS Bank Ltd in Hong Kong seeks a User Experience professional to manage customer complaints from intake to resolution and support service improvements across the journey. You will work closely with Regulatory and Business units to ensure accurate investigations and timely responses, while maintaining robust records and clear customer communication.

The role emphasizes customer-centric service delivery, risk awareness, and collaboration to enhance the overall customer experience in a banking