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 Keith.Ho@hays.com.hk
• 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.

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