Job ref no.: CT3114387-01#7299

Team Lead, Customer Services Quality

Conners Recruitment


Our client, a well-known bank in Hong Kong, is looking for a high caliber to join the group.


  • To lead a team to build, ensure and sustain competitive customer service quality and customer-oriented culture through effective complaint management in compliance with statutory and regulatory requirements.
  • To lead the Service Quality team to handle complaints received from all channels and ensure they are closed within the service pledge and are in line with the requirement of Compliant Handling Policy/Procedure.
  • To ensure proper investigation into customer complaints to understand the causes, assess their validity and draw fair conclusions.
  • To review compliant cases to identify gaps and improvement priorities and escalate to respective business /support units for consideration and implementation of improvement action.
  • To review all complaints / grievances and voices of customers to understand customer needs and provide analyses / insights for management information.
  • To responsible for the annual review and revision of the Complaint Handling Policy and Procedures.
  • To develop and update the annual e-learning refresher training on customer complaint handling for all customer facing staff and Complaint Officers / Service Champions of all BU/SU.
  • Act as the backup Bank wide Complaint Officer to handle complaints referred by regulators.

Desired Skills & Experience:


  • Degree holder in Quality Management, Social Science, Business Administration or related disciplines
  • Minimum 6 years working experience in Quality Management, preferably from banking and finance industry; or with over 10 years of working experience in banking or finance industry with front line exposure
  • With patient and service quality oriented mindset and profound knowledge in quality management and complaint handling
  • Good analytical, planning and team management skills
  • Good command of written and spoken English and Chinese (including Putonghua)


Interested parties please click Apply Now

Only shortlisted candidates will be notified.

All data collected will be used for recruitment purpose only & will be used strictly confidential.

Conners Consulting Limited

2005 Kai Tak Commercial Building 317 Des Voeux Road Central Hong Kong

Tel: (852) 3996 8090 Website:

All applications applied through our system will be delivered directly to the advertiser and privacy of personal data of the applicant will be ensured with security.

More job information
Job ref no. CT3114387-01#7299
  • N/A
Job Function
Employment Term
  • Full-time
  • 6 years - 11 years
Career Level
  • Middle management level
  • Degree