Your new company

• A Regional Bank is looking for a Senior Customer Complaint Case Handling Manager to join their team. You will be responsible for resolving escalated customer complaints and disputes, ensuring customer satisfaction, and identifying ways to improve processes and prevent future issues.

Your new role

• As a contributor of the team, you will handle complex customer complaints, issues, and disputes professionally and empathetically.
• Conduct thorough investigations and root cause analyses of serious customer complaints.
• Provide recommendations to reduce recurrence of complaints and improve customer experience.
• Set targets and monitor team's key performance indicators related to complaint handling.
• Mentor and coach customer service staff to improve their complaint resolution skills.
• Review and update customer complaint handling policies and guidelines.
• Monitor regulatory changes and ensure compliance in complaint management procedures.
• Prepare analytical reports on complaint data and trends for senior management.
• Establish and maintain effective working relationships with internal and external stakeholders.

What you'll need to succeed

• Bachelor's degree in relevant field, e.g. Business, Finance, or Banking.
• Minimum 8 years of related experience in customer service or complaint management role.
• Strong analytical and problem-solving skills with attention to detail.
• Excellent leadership, mentoring and communication skills.
• Negotiation and diplomacy skills to resolve sensitive customer issues professionally.
• Strong communication skills, fluent in written and spoken English and Chinese.
• Knowledge of banking products and regulations in Hong Kong.
• Ability to work independently and take initiative.

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 send Keith your updated 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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