Team Head, Complaint Management

  • Negotiable
  • Hong Kong
  • Permanent, Full time
  • Talent Axis
  • 19 Oct 17 2017-10-19

Our client, a well-established bank, is now seeking an experienced candidate to join their team.


  • Lead teams to handle customer complaints from end-to-end perspective so as reinforce the bank’s reputation and identify areas for continuous improvement
  • Attend internal compliance and audit review meetings, HKMA on-site examinations and mediation and arbitration sessions arranged by regulators. 
  • Supervise subordinates to liaise with regulators and monitor cases in line with the requirement of complaint handling policy/procedure 
  • Identify gaps, improvement priorities from valid or invalid complaints for review and escalation to respective business /support units for consideration and implementation of improvement action 
  • Review other voices of customers besides complaint lodged in CMS system to analyze customers’ needs and dissatisfaction and refer to respective department for review and consideration of improvement action
  • Formulate and review complaint handling policy and service quality related procedures
  • Monitor and raise suggestion/enhancement to complaint management system 



  • Degree holder in Quality Management, Social Science, Business Administration or related disciplines
  • Minimum 15 years working experience in Quality Management, preferably from banking and finance industry
  • With patient and service quality oriented mindset and profound knowledge in complaint handling and service quality improvement
  • Good analytical, planning and driving skills
  • Tactful & excellent presentation and interpersonal skills
  • Good command of written and spoken English and Chinese (Cantonese & Putonghua)