Senior Manager, Complaints & Resolution

Industrial and Commercial Bank of China (Asia) Limited

Hong Kong Island

On-site

HKD 420,000 - 660,000

Full time

14 days+

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Job summary

Industrial and Commercial Bank of China (Asia) Limited in Hong Kong is seeking a Deputy Manager to Senior Manager for the Complaints Team. You will manage and resolve customer complaints in a timely, professional manner and communicate effectively with customers to address concerns.

You will conduct investigations, collaborate with other departments, generate reports on resolution metrics, ensure regulatory compliance, and contribute to training and process improvements while upholding quality

Qualifications

Bachelor degree or above in any field.

Responsibilities

Manage and resolve customer complaints timely and professionally.
Communicate effectively with customers to address concerns and provide solutions.
Handle escalated complaints with empathy.
Conduct investigations gathering information and evidence.
Collaborate with departments to resolve issues and prevent recurrence.
Generate reports on complaint resolution metrics for management.
Ensure compliance with banking regulations and company policies.
Stay updated on industry practices and regulations related to complaints.
Assist in training employees on complaint management processes.
Contribute to a positive team environment through collaboration.
Perform other duties as assigned.