VP, Customer Relations & Complaint Oversight

PCCW Solutions Singapore Pte. Ltd; Hong Kong; On-site; HKD 2,000,000 - 2,800,000; Full time

Job summary

PCCW Solutions Singapore Pte. Ltd. is seeking a Vice President to lead the AO Complaint Team oversight in Hong Kong, establishing accountability, escalation thresholds, and performance management across complaint-handling teams.

The role emphasizes timely escalation and alignment with service standards and regulatory expectations. You will drive case quality, reduce reopenings, and guide AI-enabled tooling for categorisation, summarisation and trend analysis, with mandatory human review and

Responsibilities

• Provide effective oversight of the AO Complaint Team with clear accountability and escalation thresholds.
• Drive end-to-end case quality, investigations, documentation, and timely closure decisions.
• Lead governance, regulatory risk management and adoption of AI-enabled tools with strong data-security controls.

Job description

PCCW Solutions Singapore Pte. Ltd. is seeking a Vice President to lead the AO Complaint Team oversight in Hong Kong, establishing accountability, escalation thresholds, and performance management across complaint-handling teams.

The role emphasizes timely escalation and alignment with service standards and regulatory expectations. You will drive case quality, reduce reopenings, and guide AI-enabled tooling for categorisation, summarisation and trend analysis, with mandatory human review and