My client is seeking a dedicated Service Quality Manager to enhance our customer service experience in the retail bank. In this role, you will handle customer complaints with a focus on quality service and ensure that all necessary follow-up actions comply with HKMA requirements. You will also be responsible for identifying potential risks or areas requiring immediate improvement, escalating these issues to the relevant teams for prompt resolution.

Key Responsibilities:

• Manage customer complaints effectively, ensuring timely and quality resolution.
• Follow up on actions taken to address complaints in line with regulatory standards.
• Identify and escalate potential threats or areas for improvement to relevant stakeholders.
• Collaborate with teams to enhance service quality and customer satisfaction.

Requirements:

• Higher Diploma or above in Business or related disciplines.
• Minimum of 3 years of experience in complaints handling, preferably in the banking sector.
• Strong communication skills and interpersonal skills as well as excellent problem-solving abilities.
• Familiarity with banking operations and products is an advantage.
• Proficiency in both spoken and written English and Chinese; fluency in Putonghua is preferred.

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