Job ref no.: 498593
Bank of China (Hong Kong) Limited

Customer Service Manager ( Compliant Handling)

Bank of China (Hong Kong) Limited

Job No.: 498593
Employment Type: Full time
Departments: Corporate Credit Management Centre
Job Functions: Customer Service, Quality Assurance


  • Coordinate and handle corporate general complaint/feedback ;
  • Analyze and identify service gaps by reviewing internal workflows/procedures (focusing on corporate customer on-boarding and service delivery). Recommend feasible service and system enhancement to improve service standard and business efficiencies
  • Coordinate and implement the workout plan, facilitate the streamlining process, and review its effectiveness.
  • Facilitate frontline's business plan, conduct research on customer on-boarding and account opening, formulate and promote the feasible enhancement plan
  • Manage transformation projects, actively sort out the difficulties, timely report the projects' progress and the potential risks, formulate and follow up the solutions
  • Prepare and monitor the optimized measures during pre-implementation stage, coordinate with different units and ensure the timeliness of the implementation
  • Well coordinate and communicate with frontline, legal and compliance, and the related units, review the workflow and its efficiencies, promote different kinds of enhancement
  • Prepare periodic statistic and management reports.
  • Perform other duties assigned by supervisors.

Requirements :

  • Degree or above (preferably with major in Law/Banking/Business Administration or related disciplines or relevant professional qualifications (e,g. CAMS))
  • At least 3 years' experience in Complaint Handling/Sales/Business control/Operation/Project Management in Banking sector (solid and all round experiences in large banks would be an advantage)
  • Familiar with relevant laws & regulations, standards and market practices; sound knowledge of risk management, business and company law
  • Sound knowledge of complaint handling, corporate customer on-boarding and service delivery procedures
  • Strong market sense and able to recognize customers' need
  • Proactive and positive to work, able to meet tight deadlines and work under pressure
  • Good research, analytical and organizational skills
  • Self-motivated and good team-player with creative thinking
  • Excellent problem-solving, project management, report writing, communication and interpersonal skills.
  • Good command of spoken and written Chinese and English 

We offer competitive remuneration package and comprehensive fringe benefits including medical and life insurance, and different types of allowances to the right candidate. Interested parties, please submit your application online. For details, please visit our website

To apply:

Data collected would be used for recruitment purposes only. It might also be disclosed to our subsidiaries or Associated Companies to process the information for appointment. Applicants who do not hear from us within 8 weeks may consider their application unsuccessful and their data will be destroyed within 12 months of receipt.

More job information
Job ref no. 498593
Job Function
Employment Term
  • Full-time
  • 3 years - 8 years
Career Level
  • Middle management level
  • Degree
  • Master's degree