Service Quality Manager - Organisation & Productivity Management

Responsibilities

• Log and handle customer complaints and feedback from various means in accordance with internal & external regulatory requirements and report special cases to management immediately
• Coordinate with relevant business parties to investigate investment & insurance product related complaints and report the mis-selling cases
• Manage the customer complaint handling workflow in bank level and work closely with complaint handlers in each department to ensure that complaints are handled in compliance with the latest regulatory requirements and ISO standards
• Review the complaint investigation report and relevant supporting documents to conclude their substantiation 
• Identify root causes from complaints and suggest quality improvement initiatives to prevent repetition of the complaints
• Prepare regular reports, statistics and analytics to parties concerned
• Cultivate among the stakeholders a positive and customer-focused mindset in service quality improvement
• Provide empathetic and professional communication, demonstrating active listening and commitment to resolve their concerns

Requirements

• University graduate in Banking, Business Management, Total Quality Management or related discipline
• A minimum of 5 years’ experience in customer services or service quality with proven track record in implementing service improvements and experience in investment & insurance product complaints handling will be a definite advantage
• Sound knowledge of personal banking services and operations, and familiar with related regulatory requirements
• Ability to analyze large sets of data and communicate findings to others
• Strong communication, presentation, analytical and problem-solving skills and able to use slides, graphs and charts to tell the story and show process improvement in highly visible and easily understood visual forms
• Capable of influencing stakeholders in providing professional suggestions and support on service quality in the Bank
• Great sense of ownership and servicing mindset
• Maintain a good working relationship with internal clients to enhance customer satisfaction and work with colleagues at all levels
• Strong written and oral communication skills in both English and Chinese
• Demonstrated ability to manage work efforts in a collaborative environment
• Hands-on experience in Management Information reporting and database management
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Publisher, etc.) and Tableau software

*Candidates with less experience can be considered for Assistant Service Quality Manager position