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.Main ResponsibilitiesProvide visionary leadership in developing and executing group-wide complaint handling strategies that reinforce a customer-first culture and align with the bank’s long-term strategic goals.Lead and oversee complex investigations into escalated customer complaints across all banking products, including insurance, investment, retail, and corporate banking, ensuring resolution processes meet the highest standards of accuracy, timeliness, and regulatory compliance.Utilize deep industry knowledge and data-driven insights to identify systemic issues and opportunities for product and service enhancements; collaborate effectively with senior stakeholders across business units to implement impactful improvements.Deliver comprehensive complaint analytics and performance reports to management, providing actionable insights to inform strategic decision-making.Champion the continuous review and enhancement of complaint handling policies, procedures, and governance frameworks to ensure compliance with evolving regulatory requirements and global best practices.Stay at the forefront of industry trends, regulatory developments, and innovative complaint management practices to maintain the bank’s competitive advantage in customer experience.Build, mentor, and inspire a high-performing, resilient team of complaint handling professionals, fostering a culture of excellence, accountability, and continuous development aligned with the bank’s future growth ambitions.RequirementMinimum 15 years of complaint handling experience in banking industry.At least 5 years in leadership rolesMicrosoft office, Data analytic toolsFamiliar 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.
