Strategic Leader, Complaints & Consumer Advisory

Consumer Council

Hong Kong

On-site

HKD 1,200,000 - 1,800,000

Full time

5 days ago

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Job summary

Consumer Council in Hong Kong seeks a Senior Director, Complaints and Advice to lead the Complaints and Advice Division. You will drive consumer enquiry, complaint handling and dispute resolution efforts, guiding strategic initiatives and senior stakeholder engagement.

The role requires extensive leadership experience, strong governance ability, and proficiency in English and Chinese. The appointment is on a 3-year fixed-term basis, with emphasis on service excellence and organisational

Qualifications

Senior leadership experience leading large teams in public or non-profit sectors.
Strong strategic planning and policy development capability.
Proven ability to drive service improvement and transformation using data and technology.
Excellent English and Chinese communication skills, both written and spoken.

Responsibilities

Lead and oversee the Complaints and Advice Division to achieve service excellence.
Provide strategic direction for consumer enquiry, complaint handling and dispute resolution.
Guide operations across Customer Centres and Hotline services for high standards in case management.
Drive efficiency and service transformation via technology, analytics and process re-engineering.
Manage division budget, resources and performance to ensure organisational effectiveness.
Engage stakeholders locally, Mainland China and international bodies to support resolution and advocacy.
Develop and mentor the division’s management team to foster high performance.