Assistant Customer Relations Manager

Customer Propositions and Management

We are currently seeking a high calibre professional to join our department as Assistant Customer Relations Manager.

Principal responsibilities

• Handle customer complaints related to retail banking products from all channels 
• Directly deal with cases referred from regulators responsively and timely
• Conduct thorough investigation into complaints with internal and external parties strictly in accordance with guidelines
• Propose resolutions to complaints and ensure they are in line with the overall business strategic goals
• Provide verbal / written reply for customer complaints in a timely manner
• Analyze customer feedback and root causes of complaints, identify areas for improvement and recommendations for enhancing service quality
• Detect and raise if there is any compliance issue in customer complaints

Requirements

• University degree in a related discipline or relevant experience
• Minimum of three years' work experience including one year or more in complaint handling and has a good understanding of service excellence
• Previous experience in regulatory and/or financial institution is preferred
• Strong self-motivation with good communication, negotiation and interpersonal skills
• Strong driver role and ownership to deliver result within tight timeline
• Proficiency in both English and Chinese
• Great sense of ownership and servicing mindset to ensure efficient and effective customer service processes