Senior Service Quality Manager: Complex Complaints

The Bank of East Asia, Limited; Hong Kong; On-site; HKD 558,000 - 725,000; Full time

Job summary

The Bank of East Asia, Limited is seeking an experienced Service Quality Manager to lead the complaint management team in Hong Kong. You will oversee complex customer complaints, ensure compliance with regulatory standards, and guide business units on investigations and responses.

Responsibilities include root cause analysis, driving service improvements, generating management reports, and coaching staff to maintain a customer-centric culture.

Qualifications

• Degree required in Banking, Business or related field with professional qualifications like HKIB advantageous.
• Minimum 7 years of banking experience in customer complaints, service quality or related functions.
• Strong knowledge of investment and insurance products, personal banking operations and regulatory requirements.

Responsibilities

• Lead the complaint management team and ensure compliance with regulatory requirements and internal standards.
• Oversee complex customer complaints including investment and insurance product-related cases.
• Conduct root cause analysis and drive corrective actions to prevent recurrence.

Skills

Stakeholder management

Analytical thinking

Presentation skills

Leadership

Coaching teams

Education

Bachelor's degree

HKIB

Tools

PowerPoint

Excel

Job description

The Bank of East Asia, Limited is seeking an experienced Service Quality Manager to lead the complaint management team in Hong Kong. You will oversee complex customer complaints, ensure compliance with regulatory standards, and guide business units on investigations and responses.

Responsibilities include root cause analysis, driving service improvements, generating management reports, and coaching staff to maintain a customer-centric culture.