WHO WE ARE:As Singapore’s longest established bank, we have been dedicated to enabling individuals and businesses to achieve their aspirations since 1932. How? By taking the time to truly understand people. From there, we provide support, services, solutions, and career paths that meet their individual needs and desires.Today, we’re on a journey of transformation. Leveraging technology and creativity to become a future-ready learning organisation. But for all that change, our strategic ambition is consistently clear and bold, which is to be Asia’s leading financial services partner for a sustainable future.We invite you to build the bank of the future. Innovate the way we deliver financial services. Work in friendly, supportive teams. Build lasting value in your community. Help people grow their assets, business, and investments. Take your learning as far as you can. Or simply enjoy a vibrant, future-ready career.Your Opportunity Starts Here.Job Summary:To cultivate a customer-centric culture throughout the bank and lead the Service Quality & Transformation Team in effectively managing and resolving customer complaints and feedback from all channels, enhancing service quality and boosting customer satisfaction.Main Responsibilities:Develop and implement group initiatives to drive a customer-centric culture across the bank.Oversee, carry out, and evaluate investigations into customer complaints, ensuring timely responses are provided to both complainants and regulators as necessary.Identify rooms for improvement on products and services of the Bank and drive relevant business units for enhancement.Prepare complaint statistics and analyses for timely reporting to management.Review and maintain the Bank’s complaint handling policy and procedures.Stay up to date with industry trends and best practices to enhance customer experience.Inspire and mentor high calibrate staff to fit the bank’s future development.RequirementsMinimum 10 years of complaint handling experience in banking industry.At least 3 years in leadership roles.Microsoft office, Data analytic tools.Familiar 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.Good storytelling and presentation abilities.Knowledge of relevant technology, regulations and standards.Solid coaching and mentoring skills.What we offer:Competitive base salary. A suite of holistic, flexible benefits to suit every lifestyle. Community initiatives. Industry-leading learning and professional development opportunities. Your wellbeing, growth and aspirations are every bit as cared for as the needs of our customers.
