Job ref no.: 228_228TC150618_TC

Senior Complaint Handling Manager - Banking Industry


  • 5-day week
  • Competitive pay
  • Dental plan
  • Insurance plan
  • Medical plan

Our Client, one of the leading commercial banking group in Hong Kong is now looking for a Senior Complaint Handling Manager to join their dynamic team


  • Handle customer feedback and complaints through different channels (E-mail, Letter, Hotline and internal referal)
  • Lead junior staff and other frontline staff on resolving customer complaints
  • Propose resolution and ensure formulations are in line with the overall business strategic goals to optimize customer’s retention
  • Identify areas for enhancing service quality and prepare reports and recommendation by analyzing customer opinions and complaints
  • Investigate complaint cases and provide full report 
  • Liaise with internal and external parties for handing complaints in compliance with policies and procedures


  • Degree holder
  • At least 6 years work experience in banking and finance industry with 3 years experience in complaint handling or customer service management
  • Professional qualifications in mediation is preferable
  • Knowledge of banking products
  • Understanding the guildlines of HKMA 
  • Analytical skills and problem solving with the ability to work under pressure
  • Proficiency in Microsoft and Chinese word processing
  • Good command of spoken and written English/Chinese

Salary: 30,000 - 40,000

More job information
Job ref no. 228_228TC150618_TC (CT3115856-01#0057)
  • 30,000 - 45,000 / month
Job Function
  • Hunghom
Employment Term
  • Permanent
  • 6 years - 20 years or above
Career Level
  • Senior management level
  • Degree
Require to Travel
  • No travel