Bank of China (Hong Kong)

Customer Service Manager (Complaint Handling)

Bank of China (Hong Kong)  •  Hong Kong, HK (Onsite)  •  13 days ago
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Job 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)
Bank of China (Hong Kong)

About Bank of China (Hong Kong)

Bank of China (Hong Kong) Limited (“BOCHK”) is a leading commercial banking group in Hong Kong with strong market positions in all major businesses. We have the most extensive local branch network and diverse service platforms in Hong Kong, including more than 190 branches, 280 automated banking centres, efficient e-channels of over 1,000 self-service machines, as well as Internet and Mobile Banking services. We offer a comprehensive range of financial, investment and wealth management services to personal, corporate and institutional customers. To implement the overseas development strategy of BOC Group, we strive to drive our regional development by expanding our business in the Southeast Asian region. Our branches and subsidiaries have been extended to Southeast Asian countries such as Thailand, Malaysia, Vietnam, the Philippines, Indonesia, Cambodia, Laos and Brunei, with the provision of professional and high-quality financial services to local customers. We will also expedite our development into a top-class, full- service and internationalised regional bank.

BOCHK is one of the three note-issuing banks and the sole clearing bank for Renminbi (“RMB”) business in Hong Kong. With our strong RMB franchise, we are the first choice of customers in this business.Through the deep collaboration with our parent bank, BOC, we provide a full range of high-quality crossborder services to multinationals, cross-border customers, mainland enterprises going global, central banks and super-sovereign organisations.

BOC Hong Kong (Holdings) Limited, BOCHK’s holding company, is one of the largest listed companies on the main board of the Stock Exchange of Hong Kong, with stock code “2388” and ADR OTC Symbol “BHKLY”.

Industry
Finance & Insurance
Company Size
1,001-5,000 employees
Headquarters
, HK
Year Founded
Unknown
Website
bochk.com
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