Senior Manager – Senior Mediator/Complaint Handling

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

Responsibilities

• Handle customers' complaints related to insurance and investment products, and coordinate the handling of complaints related to other banking products referred by the regulators (e.g. Hong Kong Monetary Authority, Securities and Futures Commission and Insurance Authority etc.)
• Liaise with internal and external parties to conduct complaints investigation in accordance with relevant policies and regulations
• Communicate with the regulators on complaints cases and respond to their inquiries
• Review customers’ complaints handled by mediators and provide guidance on case handling
• Identify areas for improvements and control weaknesses, and drive the implementation of corrective actions
• Prepare compliance reports to senior management and the relevant committees on the analysis result of complaint cases
• Assist superiors in management / daily work tasks
• Review and update complaints handling policies and procedures, manuals etc.
• Conduct training for staff on the requirements of complaints handling

Requirements

• Degree holder or above
• Minimum of 6 years of hands-on experience in complaint handling or customer service is preferred, preferably in the banking or financial industry and including at least 2 years of supervisory experience
• Sound knowledge of local regulatory requirements (including the HKMA SPM IC-4), investment and insurance business, sales processes, and related compliance requirements
• Good understanding of general banking products and operations
• Ability to handle complaints independently, confidently, and with patience
• Self-motivated with strong analytical, interpersonal, and communication skills
• Positive attitude and ability to manage pressure effectively
• Good command of both written and spoken English and Chinese (including Mandarin)
• Proficient in using Microsoft office applications

We offer competitive remuneration package and comprehensive fringe benefits including medical and life insurance, and different types of allowances to the right candidates.

Data collected would be used for recruitment purposes only. Applicants who do not hear from us within 8 weeks may consider their application unsuccessful and their data will be destroyed within 12 months of receipt.