Customer Service Manager (Complaint Handling) at Bank of China (Hong Kong) Limited

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Full Time

Start Date

Immediate

Expiry Date

18 Jun, 26

Salary

0.0

Posted On

20 Mar, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Complaint Handling, Service Gaps Analysis, Workflow Review, Service Enhancement, Project Management, Risk Management, Business Control, Account Opening, Service Delivery, Communication, Problem-Solving, Research, Analytical Skills, Organizational Skills, Team Player, Report Writing

Industry

Banking

Description

Responsibilities: * Coordinate and handle general complaint/feedback from corporate customers * Analyze and identify service gaps by reviewing customer complaints or internal workflows/procedures (focusing on corporate account opening, account management and service delivery). Recommend feasible service and system enhancement to improve service standard and business efficiencies * Coordinate and implement the workout plan, facilitate the streamlining process, and review its effectiveness. * Facilitate frontline's business plan, conduct research on account opening and account management, formulate and promote the feasible enhancement plan * Manage transformation projects, actively sort out the difficulties, timely report the projects' progress and the potential risks, formulate and follow up the solutions * Well coordinate and communicate with frontline, legal and compliance, and the related units, review the workflow and its efficiencies, promote different kinds of enhancement * Prepare periodic statistic and management reports. * Perform other duties assigned by supervisors. Requirements: * Degree or above (preferably with major in Law/Banking/Business Administration or related disciplines or relevant professional qualifications (e,g. CAMS)) * At least 3 years' experience in Complaint Handling/Sales/Business control/Operation in Banking sector (solid and all round experiences in large banks would be an advantage) * Familiar with relevant laws & regulations, standards and market practices; sound knowledge of risk management, business and company law * Sound knowledge of complaint handling, corporate customer account opening and service delivery procedures * Strong market sense and able to recognize customers' need * Proactive and positive to work, able to meet tight deadlines and work under pressure * Good research, analytical and organizational skills * Self-motivated and good team-player with creative thinking * Excellent problem-solving, project management, report writing, communication and interpersonal skills. * Good command of spoken and written Chinese and English * Proficient in computer applications (such as MS Word, Excel, PowerPoint)

Responsibilities

This role involves coordinating and handling complaints from corporate customers, analyzing service gaps in processes like account opening and service delivery, and recommending system enhancements. The manager will also coordinate the implementation of workout plans and manage transformation projects.