顧客投訴與品質保證，零售銀行副經理

Our client is one of the well-established retail banks in Hong Kong and seeking the above supervisory position in leading his/her small team driving the professional retail banking customer compliant handling at the call center located in Central.

Key Responsibilities:

• Policy & Control Enhancement: Support the design and implementation of policies and internal control frameworks to elevate branch service quality.
• Stakeholder Coordination: Act as a liaison between internal teams and external parties to address client feedback/complaints, ensuring prompt and effective resolution.
• Best Practice Promotion: Drive quality assurance initiatives by organizing compliance training and improvement programs for frontline staff.
• Vendor Management: Oversee and evaluate the performance of external vendors, including mystery shopper programs, to ensure service standards are met.
• Ad-Hoc Projects: Assist with additional assignments as directed by management to support operational excellence.

Requirements:

• Education: Bachelor’s degree or higher in Business Administration, Finance, or a related field.
• Experience: At least 6-8 years of experience in quality assurance, complaint management, or risk control within the banking sector.
• Risk Awareness: Good understanding of risk management and regulatory compliance principles per HKMA requirements.
• Communication: With the ability to collaborate across teams and with clients.
• Language Proficiency: Good in both written and spoken English and Chinese.
• With HKSI qualification is definitely a plus

Interested individuals can click apply now and send updated resume (in WORD format) to Alan To at ****** for further processing and discussing.