Bank of China (Hong Kong)

Deputy/Customer Care Manager (Compliant Handling)

Bank of China (Hong Kong)  •  Hong Kong, HK (Onsite)  •  4 months ago
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Job Description

Responsibilities:

  • Handle customer complaints and feedback from various means strictly in accordance with internal & external regulatory requirements and report special cases to management immediately;
  • Liaise with relevant parties for thorough investigation of complaints & root cause analysis and reply customers in a timely manner;
  • Propose resolutions to complaints and ensure they can minimize the Bank’s reputational risk as well as in line with the overall business strategies, aiming to turn customer complaints into compliments;
  • Review customer complaints/feedback and internal workflows/procedures to identify service gaps. Recommend feasible/practical service and system enhancement to meet/exceed customer expectations, thus, increase customer satisfaction and loyalty;
  • Conduct service quality assessments to monitor internal service standard. Provide training/coaching to ensure members compliance with internal & external regulatory requirements and achievement of service excellence & KPI;
  • Prepare periodic management reports.

Requirements:

  • University graduate in translation/business discipline is preferred;
  • Working experience in financial institution with hands on experience in complaint handling is preferred;
  • Positive thinking, strong initiative, result-oriented and willing to embrace challenges;
  • Customer-centric and innovative;
  • Excellent mediation, analytical, problem-solving skills and able to handle complaints independently;
  • Strong presentation and interpersonal skills;
  • Good command of verbal and written English and Chinese. Proficient in Putonghua would be an advantage;
  • Proficient in common PC applications, such as MS Word, Excel and PowerPoint, etc.
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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