• Competitive
  • Hong Kong
  • Permanent, Full time
  • Citi
  • 20 Jan 18

HK - GCB - Assistant Vice President, Complaint Governance and Management

HK - GCB - Assistant Vice President, Complaint Governance and Management

  • Primary Location: HK,Hong Kong,Hong Kong
  • Education: Bachelor's Degree
  • Job Function: Operations
  • Schedule: Full-time
  • Shift: Day Job
  • Employee Status: Regular
  • Travel Time: No
  • Job ID: 17079374


  • 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


  • 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