Senior Manager, Service Quality Supervision

  • Hong Kong
  • Permanent
  • Full-time
  • 23 hours ago
Industrial and Commercial Bank of China (Asia) Limited (“ICBC (Asia)”) is the flagship of overseas business of Industrial and Commercial Bank of China Limited (“ICBC”) – currently the largest commercial bank in China, and it is one of the domestic systemically important banks (D-SIBs) in Hong Kong. Currently, ICBC (Asia) has 52 retail outlets (including 27 “Elite Club” Wealth Management Centres) in Hong Kong. It is engaged in commercial banking, investment banking and other financial services, including those of securities, insurance and funds, with a focus on commercial and retail banking as well as global market business. Chinese Mercantile Bank and ICBC Asset Management (Global) Company Limited, two wholly-owned subsidiaries of ICBC (Asia), specialize in Renminbi services in mainland China and ICBC’s global asset management business respectively.Job Responsibilities
  • Manage and resolve customer complaints in a timely and professional manner
  • Communicate effectively with customers to address concerns and provide appropriate solutions
  • Handle escalated complaints with sensivity and empathy
  • Conduct thorough investigations into complaints, gathering relevant information and evidence
  • Collaborate with different departments or teams to resolve issues effectively and to prevent recurring issues
  • Generate reports on complaint resolution metrics for management review
  • Ensure compliance with industry regulations and company policies
  • Stay updated on industry best practices and regulations related to complaint handling
  • Assist in training employees on complaint management processes
  • Contribute to a positive team environment through collaboration and support
  • Perform other duties as assigned
Job Requirements
  • Bachelor degree or abpve
  • Minimum 4 years experience in complaints handling or customer service roles within the banking or financial industry
  • Good knowledge of banking products, services and regulations
  • Excellent communication and interpersonal skills
  • Detail-oriented with strong analytical and problem solving abilities
  • Ability to work independently and as part of a team
  • Good command of written and spoken Chinese and English
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