• Competitive
  • Hong Kong
  • Permanent, Full time
  • Citi
  • 21 Sep 17

HK - GCB - Assistant Vice President, Problem Management

HK - GCB - Assistant Vice President, Problem Management

  • Primary Location: HK,Hong Kong,Hong Kong
  • Education: Bachelor's Degree
  • Job Function: Program/Project Management
  • Schedule: Full-time
  • Shift: Day Job
  • Employee Status: Regular
  • Travel Time: No
  • Job ID: 17055642


  • Assist in devising methods and procedures in obtaining, maintaining and updating large sets of service tracking data including collection, coding and tabulation
  • Study and analyze client voices and generate regular management reports
  • Provide leadership responsibility in development and maintenance of client voices database and user interface tools including internal web applications
  • Assist in development, implementation and management of the complaint governance strategy and policy / procedure / guidelines to meet customer satisfaction, internal and external requirements
  • Evaluate complaint activities in terms of quality, scope and methodology and making appropriate recommendations and enhancement
  • Conduct root cause analysis,  assist in development and implementation of effective remedial actions and long term solutions
  • Monitor trends, timely escalate and highlight risk factors to management
  • Conduct comprehensive audits to ensure compliance with the complaint policy and standards
  • Support in Client Excellence Communications and promotion through webpage, poster, newsletter write-ups and campaign rollout


  • Degree holder in Quality Management, Finance, Statistics or related disciplines
  • 7 years working experience in service quality management or market research, 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, including the creation and use of tables, charts and graphics to summarize results
  • Excellent critically 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