Senior Manager, Complaint Governance and Management
Job Reference : ZJ00004915
7 -10 Years
40k+
Permanent
Not Specified
Banking
Banking & Finance
Job Description
Description
Assist in development, implementation and management of the complaint governance strategy and policy / procedure / guidelines to meet client satisfaction, internal and external requirements
Conduct root cause analysis, assist in improving service delivery and liaise with respective business / operations teams on the development and implementation of effective remedial actions and long term solutions
Provide regular reports with detailed analysis on handling, and lessons learnt and influence the future actions of service areas to improve performance, overall client satisfaction with the complaint process with first time resolution
Evaluate complaint activities in terms of quality, scope and methodology and making appropriate recommendations and enhancement
Monitor trends, timely escalate and highlight risk factors to management
Conduct comprehensive audits to ensure compliance with the complaint policy and standards
Develop and deliver complaints handling training and workshops
Support in complaint Handling related communications and promotion through webpage, poster, newsletter write-ups and campaign rollout
Requirements
Qualifications
Degree holder in Quality Management, Finance, Statistics or related disciplines
At least 7 years working experience in complaint management or business controls, preferably in banks or financial institutions
Knowledge of and ability to perform quantitative analysis and data management techniques including database and spreadsheet applications
Ability to apply advanced analysis methodologies, interpret and present findings in a clear, concise manner
Excellent critical thinking and analysis skills, problem solving capacities
Excellent written & spoken English & Chinese (Cantonese & Putonghua)
Good attitude, strong interpersonal & communication skills
Able to work under pressure & meet deadlines
Strong in Excel, Access and proficiency in the use of MS Office