Manager/ AVP, Complaint handling (Human Resources Department)

Responsibilities:

• Receive and document employee complaints and concerns regarding workplace issues;

• Conduct thorough investigations into complaints, ensuring all relevant information is gathered;

• Mediate disputes between employees and management to facilitate resolution;

• Provide clear and timely communication to employees regarding the status of their complaints;

• Maintain confidentiality and handle sensitive information with discretion;

• Collaborate with HR and management to develop policies that address common concerns;

• Analyze complaint data to identify trends and recommend improvements;

• Prepare reports on complaint trends and resolution outcomes for management.

Requirements:

• Degree holder or above

• With at least 5 years staff complaint handling or client complaint handling experience;

• In-depth understanding of banking products and related codes (including but not limited to COBP, SPM IC-4, and Code of Conduct);

• Customer focused and able to work under pressure at crisis and demanding situations, such as group customer meetings, and financial tsunami as well as irate/persistent customer handling;

• A positive and proactive team player. Meticulous, well organized with good communication and strong interpersonal and analytical skills with high sense of curiosity and dedication in solving problems;

• Proficiency in MS Office (Word, Excel and PowerPoint);

• Proficiency in both spoken and written English and Chinese (and conversational Putonghua).