Senior Manager – Senior Mediator/Complaint Handling

Responsibilities:

Handle customers' complaints related to insurance and investment products, and coordinate the handling of complaints related to other banking products referred by the regulators (e.g. Hong Kong Monetary Authority, Securities and Futures Commission and Insurance Authority etc.)

Liaise with internal and external parties to conduct complaints investigation in accordance with relevant policies and regulations

Communicate with the regulators on complaints cases and respond to their inquiries

Review customers’ complaints handled by mediators and provide guidance on case handling

Identify areas for improvements and control weaknesses, and drive the implementation of corrective actions

Prepare compliance reports to senior management and the relevant committees on the analysis result of complaint cases

Assist superiors in management / daily work tasks

Review and update complaints handling policies and procedures, manuals etc.

Conduct training for staff on the requirements of complaints handling

Requirements:

Degree holder or above

Minimum of 6 years of hands-on experience in complaint handling or customer service is preferred, preferably in the banking or financial industry and including at least 2 years of supervisory experience

Sound knowledge of local regulatory requirements (including the HKMA SPM IC-4), investment and insurance business, sales processes, and related compliance requirements

Good understanding of general banking products and operations

Ability to handle complaints independently, confidently, and with patience

Self-motivated with strong analytical, interpersonal, and communication skills

Positive attitude and ability to manage pressure effectively

Good command of both written and spoken English and Chinese (including Mandarin)

Proficient in using Microsoft office applications