Manager / AM - Compliance & Quality Assurance (Complaint Handling)

Responsibilities:

• Establish and ensure policies and procedures are in line with the overall business strategic goals, particularly optimize the retention of existing customers
• Identify business opportunities and drive service enhancements programs to ensure good quality customer experience
• Liaise and collaborate with different business units to design, review and unify the operation and system workflow to ensure the consistency in service delivery
• Formulate, drive and implement process enhancement initiatives to improve operational efficiency and effectiveness
• Analyze customer opinions and complaints, identify areas for enhancing service quality, and prepare reports and recommendations, on the regulated business activities accordingly
• Liaise with various internal and external entities for handling complaints in both of routine and regulatory issues, to enforce and monitor resolving actions are in compliance with policies and procedures

Requirements:

• University graduate in Economics, Finance or related discipline
• 3-5 years’ retail banking experience in compliance and quality assurance
• Good project management, organizational and analytic skills
• Self-motivation with good interpersonal and communication skills
• Proficient in MS Office applications and Chinese Word Processing
• Fluent spoken and written English, Chinese and Mandarin