Senior Manager, Complaints & Regulatory Liaison

Bank of China (Hong Kong); Hong Kong; On-site; HKD 600,000 - 900,000; Full time

Job summary

Bank of China (Hong Kong) seeks an experienced complaints professional to manage investigations and regulatory communications. You will oversee investigations, review mediator outcomes, and drive corrective actions across banking products in a high-pressure environment.

The role requires a degree, 6+ years in complaint handling or customer service (banking preferred), and strong English/Chinese communication. Proficiency in MS Office and regulatory knowledge is essential.

Qualifications

• Degree holder or above.
• Experience in complaint handling or customer service is required, banking preferred.
• Knowledge of HK regulatory requirements (HKMA SPM IC-4) and banking products.
• Strong analytical, interpersonal and communication skills.
• Ability to handle complaints independently and under pressure.

Responsibilities

• Handle complaints related to insurance and investment products and oversee related issues.
• Coordinate investigations of complaints across banking products subject to regulators.
• Communicate with regulators and respond to inquiries as needed.
• Review cases handled by mediators and guide case handling.
• Identify control weaknesses and drive corrective actions.
• Prepare compliance reports for senior management and committees.
• Support managers in daily tasks and assist in policy updates.
• Contribute to staff training on complaints handling requirements.

Skills

Analytical

Interpersonal

Communication

Regulatory knowledge

MS Office

Education

Bachelor's degree or above

Tools

MS Office

Job description

Bank of China (Hong Kong) seeks an experienced complaints professional to manage investigations and regulatory communications. You will oversee investigations, review mediator outcomes, and drive corrective actions across banking products in a high-pressure environment.

The role requires a degree, 6+ years in complaint handling or customer service (banking preferred), and strong English/Chinese communication. Proficiency in MS Office and regulatory knowledge is essential.