Senior Director, Complaints and Advice (Ref. SD-CA)

Consumer Council; Hong Kong; On-site; HKD 1,200,000 - 1,800,000; Full time

Job summary

Consumer Council in Hong Kong seeks a Senior Director, Complaints and Advice to lead the Complaints and Advice Division. You will drive consumer enquiry, complaint handling and dispute resolution efforts, guiding strategic initiatives and senior stakeholder engagement.

The role requires extensive leadership experience, strong governance ability, and proficiency in English and Chinese. The appointment is on a 3-year fixed-term basis, with emphasis on service excellence and organisational

Qualifications

• Senior leadership experience leading large teams in public or non-profit sectors.
• Strong strategic planning and policy development capability.
• Proven ability to drive service improvement and transformation using data and technology.
• Excellent English and Chinese communication skills, both written and spoken.

Responsibilities

• Lead and oversee the Complaints and Advice Division to achieve service excellence.
• Provide strategic direction for consumer enquiry, complaint handling and dispute resolution.
• Guide operations across Customer Centres and Hotline services for high standards in case management.
• Drive efficiency and service transformation via technology, analytics and process re-engineering.
• Manage division budget, resources and performance to ensure organisational effectiveness.
• Engage stakeholders locally, Mainland China and international bodies to support resolution and advocacy.
• Develop and mentor the division’s management team to foster high performance.

Skills

Leadership

Strategic planning

Stakeholder management

Bilingual English/Chinese

Digital transformation

Education

University degree

Job description

Senior Director, Complaints and Advice (Ref. SD-CA)

Senior Director, Complaints and Advice (Ref. SD-CA)
Complaints and Advice Division
3-year fixed-term contract

The Senior Director, Complaints and Advice leads the Council's Complaints and Advice Division and provides leadership for consumer enquiry, complaint handling and dispute resolution services. The incumbent oversees divisional performance, service transformation and stakeholder engagement to advance consumer interests and service excellence. As a member of the management team, the role contributes to the formulation and implementation of the Council's strategic priorities and organisational objectives.

Responsibilities:

Lead and oversee the Council's complaint and enquiry handling strategy, policies, and service delivery framework, ensuring alignment with the Council's strategic objectives and consumer protection mission

Provide strategic leadership and governance for the Consumer Council Service Centres operations and the Hotline services, ensuring high service standards, effective case management and efficient complaint resolution

Drive operational excellence and service transformation through technology enablement, data analytics, process re-engineering, digitalisation, and continuous improvement initiatives

Manage the Division's resources, budget, productivity, and performance to optimise operational efficiency, service quality, and organisational effectiveness

Analyse complaint and enquiry trends, consumer intelligence, and operational data to support strategic planning, policy advocacy, dispute prevention initiatives, and consumer education programmes

Lead strategic engagement with traders, trade associations, industry bodies, Chinese Mainland and international consumer protection agencies to facilitate complaint resolution, referral mechanisms, and the development of industry self-regulation practices

Lead, develop and manage the Division’s management team and staff, fostering a high-performance culture and enhancing professional capabilities to ensure effective service delivery and succession planning

Contribute as a member of the management team in formulating and implementing the Council's business strategies, particularly in the areas of consumer dispute prevention, complaint resolution, and customer service excellence

Perform other duties and projects as assigned by senior management

Requirements:

A recognised university degree, preferably supplemented by a higher degree and/or relevant professional qualifications

At least 15 years' extensive experience in leading and managing sizable teams responsible for operations related to areas covering complaint handling / mediation / dispute resolution / Hotline services

Proven strategic leadership experience in managing complaint system operations, with a strong track record in service delivery and operational excellence, preferably in a customer service environment

Solid knowledge of consumer protection, complaint management, dispute prevention and resolution, with demonstrated experience in strategic planning, programme development, service delivery and performance management

Demonstrated experience in driving operational transformation and service enhancement initiatives through technology enablement, data analytics, process re-engineering and digital innovation

Strong stakeholder management and influencing skills, with experience engaging government bodies, regulatory authorities, traders, trade associations, consumer protection organisations and stakeholders in Hong Kong, Chinese Mainland and international markets

Strong analytical, strategic thinking and operational management capabilities, with sound judgement in handling complex, high-profile or sensitive complaints and stakeholder issues

Proven ability to lead, develop and motivate professional teams, fostering a high-performance, customer-centric and continuous improvement culture

Excellent command of written and spoken English and Chinese. Fluency in Putonghua would be an advantage

Experience in government, statutory bodies or non-profit organisations will be an advantage

Terms of Appointment & Fringe Benefits

Appointment will be offered on a 3-year fixed-term contract. Fringe benefits include paid leave, cash allowance, medical insurance and MPF. Renewal of contract will be subject to the service needs of the Division and the performance of the appointee.

The Consumer Council is an Equal Opportunity Employer.

Established in 1974, the Consumer Council (the Council) endeavours to study and promote the protection of consumer rights. The CHOICE magazine, first issued in 1976, is the world's first Chinese magazine on consumer welfare and has been the Council's signature publication for promoting consumer education since its launch.

Established in 1974, the Consumer Council (the Council) endeavours to study and promote the protection of consumer rights. The CHOICE magazine, first issued in 1976, is the world's first Chinese magazine on consumer welfare and has been the Council's signature publication for promoting consumer education since its launch.