Our client, is a leading bank in Hong Kong, they are currently looking for Service Quality Manager to join their team. 

Job Description

• Manage customer complaint handling workflow in bank level and work closely with complaint handlers in each department to ensure  complaints are handled in compliance with the regulatory requirements (SPM IC-4) and ISO standard
• Coordinate with relevant business parties and Risk & Compliance to handle investment product related complaints and report  mis-selling cases
• Analyze complaints to identify  root causes and suggest areas for improvement by coordinating improvement with responsible functions
• Assist the Section Head / Team Head to train junior staff members
• Influence and develop  stakeholders with same mindset in handling complaint and being customer-focus

Requirements

• University graduate in Banking, Business Management, Total Quality Management or related discipline
• Minimum of 3-5 years' relevant experience in customer service; knowledge and experience in investment product complaints handling will be a definite advantage
• Sound knowledge of investment products and daily operations in personal banking
• Mature, pro-active, independent and willing to take on challenges
• Effective communication, presentation, analytical and problem-solving skills
• Strong communication, presentation, analytical and problem-solving skills
• Excellent command of both spoken and written English and Chinese
• Candidates with less experience will be considered for the position of Service Quality Assistant Manager / Officer
• Candidates retired from banks with relevant experience will be considered

ManpowerGroup Hong Kong

ManpowerGroup Hong Kong (Registered as Manpower Services (Hong Kong) Limited) provides employers a range of services and solutions for the entire employment and business cycle including permanent, temporary and contract recruitment; employee assessment and selection; training; outsourcing and consulting. We help both companies and individuals achieve more than they imagined.

ManpowerGroup Greater China

ManpowerGroup Greater China Limited (Stock code: 2180 HK) started its business in Hong Kong and Taiwan in 1997. Since that time, it has accelerated its market expansion and now provides services to its clients in over 130 cities in the Greater China markets and operates in more than 20 offices. ManpowerGroup Inc. (NYSE: MAN), our largest shareholder, is a world leader in workforce solutions and services – with a long operating history of more than 70 years.

We commit to unleashing the power of the human potential for progress. We are well recognized by clients and associations through our contemporary offerings of flexible staffing, head-hunting, recruitment process outsourcing, talent management and training, and other integrated service solutions. As a testament to our commitment, we have received such honorable recognition as "Asia-Pacific Human Resources Service Leading Enterprise".