Senior Manager, Service Quality

  • Negotiable
  • Hong Kong
  • Permanent, Full time
  • China CITIC Bank International Limited
  • 22 Nov 17 2017-11-22

•Ensure and sustain competitive customer service quality through handling and monitoring customer complaints & assist in the development of customer-oriented culture in the Bank.

Key Responsibilities

• Manage and monitor general complaints received from all channels and responsible for investigation of sensitive complaints in particular of complaints referred by regulators  to ensure it’s being closed within the service pledge and in line with the requirement of Complaint Handling Policy/Procedure
• Assist to handle complaint/feedback from customers to Service Quality Hotline and handle/refer it to respective case owners for speedy follow up and case closure
• Identify gaps, improvement priorities from valid or invalid complaints for review by Complaint Handling Team Supervisor and escalate to respective business /support units for consideration and implementation of improvement action
• Review other voices of customers besides complaint lodged in CMS system to analyze customers’ needs and dissatisfaction and refer to respective department for review and consideration of improvement action
• Contribute idea to the annual review of the Complaint Handling Policy and Service Quality related procedures
• Monitor and raise suggestion/enhancement to Complaint Management System (CMS)
• Assist to support the day to day operation in Complaint Handling Team


• Degree holder in Quality Management, Social Science, Business Administration or related disciplines
• Minimum 7 years working experience in Quality Management, preferably from banking and finance industry
• With patient and service quality oriented mindset and profound knowledge in complaint handling
• Good analytical, planning and driving skills
• Tactful & excellent presentation and interpersonal skills
• Good command of written and spoken English and Chinese (Cantonese & Putonghua)