Senior Manager / Manager - Compliance Department (Complaint Handling)

Job Description

• Liaise with various internal and external parties for handling complaints in both of routine and regulatory issues,
• Handle and investigate escalated customer complaints, including where necessary liaising directly with complainants to understand their concerns, explain investigation outcomes and facilitate appropriate resolutions.
• Enforce and monitor resolving actions are in compliance with policies and procedures
• Analyze customer opinions and complaints, identify areas for enhancing service quality, and prepare reports and recommendations on the regulated business activities accordingly
• Ensure related policies and procedures are aligning with local regulators’ requirements and business strategic goals
• Depending on the experience and suitability, the successful candidate may also be appointed as complaints officer or deputy complaints officer of the bank.

Requirements

• University graduate in Economics, Finance or related discipline
• 4-6 years’ relevant experience in banking/ financial sector 
• Excellent organizational and analytic skills
• Self-motivation with good interpersonal and communication skills
• Proficient in MS Office applications and Chinese Word Processing
• Good Command of spoken and written English and Chinese (Mandarin)