Senior Incident & Complaint Resolution Manager

Industrial and Commercial Bank of China (Asia) Limited; Hong Kong; Presencial; HKD 600.000 - 900.000; Jornada completa

Descripción de la vacante

Industrial and Commercial Bank of China (Asia) Limited is seeking an Incident Manager to oversee customer complaints across channels, ensuring regulatory compliance and timely escalation. You will drive investigations, draft formal responses, and propose remedial actions to reduce reputational risk.

The role requires strong mediation, analytical, and communication skills in English, Cantonese and Putonghua, with experience in AML/KYC processes and retail banking workflows.

Formación

• Minimum 5 years of banking experience with customer complaint handling.
• Comprehensive understanding of retail bank account opening workflow, KYC, CDD and AML guidelines.
• Excellent mediation, analytical and problem-solving skills; able to handle complaints independently.
• Strong presentation and interpersonal skills.
• Excellent command of written and spoken English, Cantonese and Putonghua; able to draft formal, legally/compliantly sound responses.
• Conversant with MS Office such as Word and Excel.

Responsabilidades

• Manage customer complaints and feedback from multiple channels, ensuring regulatory compliance and timely escalation.
• Collaborate to conduct investigations and root cause analyses with timely customer responses.
• Develop and propose resolutions to minimize reputational risk and align with business strategies.
• Analyze complaints and workflows to identify service gaps and propose enhancements.
• Compile and prepare periodic management reports.

Conocimientos

Complaint handling

Mediation

Analytical thinking

Problem solving

Presentation skills

Interpersonal skills

Multilingual communication

MS Office

Educación

University degree in banking or related disciplines

Herramientas

MS Office

Descripción del empleo

Industrial and Commercial Bank of China (Asia) Limited is seeking an Incident Manager to oversee customer complaints across channels, ensuring regulatory compliance and timely escalation. You will drive investigations, draft formal responses, and propose remedial actions to reduce reputational risk.

The role requires strong mediation, analytical, and communication skills in English, Cantonese and Putonghua, with experience in AML/KYC processes and retail banking workflows.