Director, Escalated Compliant Handling, Banking Financial Services

A Banking and FS group is looking for a Director, Team Head in Escalated Compliant Handling

Your new company

  • A leading financial institution is seeking an experienced Director of Complaint Handling to join the Complaint Case Handling team. The successful candidate will be responsible for leading a small team in handling the bank's complaint cases referred by different parties and to ensure that all complaints are resolved in a timely and effective manner.

Your new role

  • Provide leadership and guidance to the complaints handling team
  • Develop and implement a complaints handling process that is fair, efficient, and effective.
  • Ensure that all customer complaints are investigated thoroughly and resolved in a timely manner.
  • Develop and maintain strong relationships with internal and external stakeholders.
  • Ensure that all complaints are handled in accordance with regulatory requirements and internal policies and procedures
  • Monitor and analyse complaint data to identify trends and areas for improvement
  • Develop and implement strategies to improve the customer experience and reduce complaints
  • Provide regular reports to senior management on the status of the complaints handling process

What you'll need to succeed

  • Bachelor's degree in business, finance, or a related field
  • Minimum of 15 years' experience in complaints handling with team leading experiences within the financial services industry
  • Strong knowledge of regulatory requirements and industry best practices related to complaints handling
  • Excellent communication and interpersonal skills
  • Strong leadership and team management skills
  • Ability to analyse data and identify trends
  • Strong problem-solving and decision-making skills
  • Proficient communications skills in Chinese Cantonese and English

What you need to do now

  • If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call Keith Ho now @ 22307474. Alternatively, you can email Keith your CV to
  • If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion on your career.


Job Type
Banking & Financial Services
Banking and Financial Services

Talk to a consultant

Talk to Keith Ho, the specialist consultant managing this position, located in Hong Kong
6604-06,66/F, ICC, 1 Austin Road West, West Kowloon

Telephone: +85222307474