Complaint Officer

Main Responsibilities

• Act as Compliant Officer for the Bank
• Represent the Bank on complaint cases liaison and work with Compliance on regulatory reporting
• Lead and direct the team on day to day complaint handling to meet the Bank's standard on customer satisfaction, timeliness and compliance/regulatory requirements
• Collaborate with internal and external parties on complaint cases investigation and follow up on remedial action plans recommendations and key communication with regulatory and related supervisory parties
• Ensure overall Bank's compliant handling service standard and to resolve complaint cases in a timely manner
• Manage resources planning and budgeting according to business objectives

Requirements

• University degree holder with minimum 15 years' experience in Banking / financial services industry
• Comprehensive knowledge of customer experience and solid exposure in Retail Banking Compliance
• Strong analytical skills and able to work with senior management
• Excellent organizational and time management skills
• Excellent communication and influencing skills
• Strong leadership and people management skills

Applicants who are not contacted within 8 weeks may consider their applications unsuccessful and their personal data will be retained by the bank for a period up to two years.

All information provided by applicants will be used for recruitment purposes only and will be used strictly in accordance with the bank’s personal data policies, a copy of which will be provided upon request.