Senior Service Quality Manager (Specialised Case Management) - Organization & Productivity Management

Responsibilities

• Lead the Bank's s complaint management team and ensure compliance with regulatory requirements and internal standards
• Handle and oversee complex customer complaints, including investment and insurance product-related cases
• Act as a key liaison for regulatory-referred complaints and provide guidance to business units on complaint investigations and customer responses
• Conduct root cause analysis, identify systemic issues, and drive corrective actions to prevent complaint recurrence
• Analyze complaint trends and customer feedback to generate management insights and recommend service improvement initiatives
• Prepare governance forum, management reports, and complaint analytics for senior management and committees
• Lead service quality and complaint management projects to enhance customer outcomes, operational efficiency, and regulatory compliance
• Provide training, coaching, and subject matter expertise to complaint handlers and stakeholders
• Foster a customer-centric culture and collaborate with stakeholders to drive continuous improvement across the Bank

Requirements

• Degree holder in Banking, Business Administration, Business Management, Total Quality Management, or a related discipline; professional qualifications including HKIB are an advantage
• A minimum of 7 years' relevant experience in the banking industry, including solid hands-on experience in customer complaint management, service quality management, or related functions
• Strong knowledge of investment and insurance products, personal banking operations, and relevant regulatory requirements
• Proven experience in handling complex complaints, root cause analysis, and service improvement initiatives
• Strong analytical and problem-solving skills, with the ability to derive actionable insights from data and customer feedback
• Excellent stakeholder management, communication, presentation, and influencing skills, with the ability to present effectively to senior management
• Demonstrated leadership capability with experience in coaching and developing teams
• Proactive, customer-focused, and able to work independently in a fast-paced environment
• Excellent command of spoken and written English and Chinese
• Proficient in Microsoft Office applications, particularly PowerPoint and Excel
• Candidates with less experience may be considered for the Service Quality Manager role