Senior AVP, Complaint Management - Institutional Banking

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

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.