To lead and monitor the performance of the Customer Care Team to respond and handle customer voice including complaints, opinions, feedback, and enquiries received from various channels. Main Responsibilities: Develop and implement comprehensive customer experience strategies such as CSAT to promote the bank’s vision and value. Direct, conduct, and review investigations on customer complaints and provide replies to complainants and regulators as required. Utilize customer feedback, surveys, and service recovery data analytics to gain insights into customer needs and preferences and present regular reports to management. Review and maintain the Bank’s complaint handling policy and procedures. Support group initiatives and identify areas for improvement on products and services of the Bank and drive relevant business units for enhancement. Stay up to date with industry trends and best practices to enhance customer experience. Inspire and mentor high-caliber staff to fit the bank’s future development. Requirement: Degree or above HKSI Type 1 RA (preferred)Minimum 8 years of complaint handling or customer experience in the banking industry At least 3 years in leadership roles Experience with Microsoft Office, Data analytic tools. Familiarity with regulatory complaint handling policy (HKMA-SPM-IC4)Customer-centric mindset with a passion for improving customer satisfaction. Excellent communication and writing skills in English, Cantonese, and Putonghua. Strong project management, service transformation, and problem-solving skills. Knowledge of relevant technology, regulations, and standards. Solid coaching and mentoring skills. Seniority level Mid-Senior level Employment type Full-time Job function Customer Service Industries Banking
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