Senior Bank Complaints & Resolution Lead

ZA Bank Limited; Hong Kong; On-site; HKD 420,000 - 660,000; Full time

Job summary

ZA Bank Limited in Hong Kong seeks an experienced Complaint Handling professional to oversee end-to-end investigations of banking product-related complaints across channels. You will guide junior staff, handle escalations, and collaborate with Subject Matter Experts and Second Line of Defense to strengthen compliance and risk practices while driving service quality improvements.

The role requires a university degree, at least five years' banking complaint experience, and fluency in English,

Qualifications

• University degree or related disciplines.
• Minimum 5 years' experience in complaint handling in banking.
• Solid experience in Complaint Management.
• Strong interpersonal, communication, and presentation skills coupled with analytical and problem-solving abilities.
• Good written and verbal communication skills in English, Cantonese and Mandarin.

Responsibilities

• End-to-end handling of customer complaints related to banking products from all channels and ensuring a thorough and quality investigation.
• Assist the team leader in providing guidance to junior team members and dealing with escalated cases.
• Propose resolutions to complaints and ensure they align with the overall business strategic goals.
• Collaborate with Subject Matter Experts and the Second Line of Defense to maintain robust compliance practices and risk management policies.
• Analyze customer feedback and root causes of complaints, identify areas for improvement and recommendations for enhancing service quality.
• Detect and raise if there are any compliance issues and incidents in customer complaints.

Skills

Complaint handling

Interpersonal skills

Communication skills

Presentation skills

Analytical thinking

Problem solving

Education

University degree

Job description

ZA Bank Limited in Hong Kong seeks an experienced Complaint Handling professional to oversee end-to-end investigations of banking product-related complaints across channels. You will guide junior staff, handle escalations, and collaborate with Subject Matter Experts and Second Line of Defense to strengthen compliance and risk practices while driving service quality improvements.

The role requires a university degree, at least five years' banking complaint experience, and fluency in English,