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ZEBRA™ Strategic Holdings Limited is a performance-based holistic Human Capital Solutions provider that services Corporate Clients across Asia Pacific region.

With more than a decade of solid experience, ZEBRA™ successfully listed on the GEM board of the Hong Kong Stock Exchange in the year of 2013.

Our client, a leading institution is currently seeking for a high-caliber candidate to join their team.

ZEBRA™ Strategic Holdings Limited is a performance-based holistic Human Capital Solutions provider that services Corporate Clients across Asia Pacific region. With more than a decade of solid experience, ZEBRA™ successfully listed on the GEM board of the Hong Kong Stock Exchange in the year...

ZEBRA™ Strategic Holdings Limited is a performance-based holistic Human Capital Solutions provider that services Corporate Clients across Asia Pacific region.

With more than a decade of solid experience, ZEBRA™ successfully listed on the GEM board of the Hong Kong Stock Exchange in the year of 2013.

Our client, a leading institution is currently seeking for a high-caliber candidate to join their team.

Senior Manager, Compliant Governance & Management - Banking

Job level Senior
Work exp Minimum 10 Years
Education Bachelor Degree
Location
Kwun Tong Kowloon, Hong Kong
Employment type Full Time
Industry HR / Recruitment Services
Job function Banking / Finance > Retail Banking / Branch Banking
Banking / Finance > Others
Insurance > Others
Published On 25/01/2018 2018-01-25

Description

  • Ensure effective development, implementation and management of the complaint governance strategy and policy / procedure / guidelines to meet client satisfaction, internal and external requirements
  • Provide effective leadership to the teams in these areas.  To ensure that they are clear about expected standards of performance, motivated and developed to provide effective and efficient client service with resolutions
  • Conduct root cause analysis,  use complaints best practice and ombudsman recommendations to improve further service delivery and liaise with respective business / operations teams on the development and implementation of effective remedial actions and long term solutions
  • Provide regular management reports with detailed analysis on handling, and lessons learnt and influence the future actions of service areas to improve performance, overall client satisfaction with the complaint process with first time resolution
  • Evaluate complaint activities in terms of quality, scope and methodology and making appropriate recommendations and enhancement
  • Monitor trends, timely escalate and highlight risk factors to management
  • Conduct comprehensive audits to ensure compliance with the complaint policy and standards
  • Develop and deliver complaints handling training and workshops
  • Complaint Handling related communications and promotion through webpage, poster, newsletter write-ups and campaign rollout

Qualifications

  • Degree holder in Quality Management, Finance, Statistics or related disciplines
  • 10 years working experience in service quality management or market research, preferably in banks or financial institutions
  • Knowledge of and ability to perform quantitative analysis and data management techniques including database and spreadsheet applications
  • Ability to apply advanced analysis methodologies, interpret and present findings in a clear, concise manner, including the creation and use of tables, charts and graphics to summarize results
  • Excellent critically thinking and analysis skills, problem solving capacities
  • Excellent written & spoken English & Chinese (Cantonese & Putonghua)
  • Good attitude, strong interpersonal & communication skills
  • Able to work under pressure & meet deadlines
  • Strong in Excel, Access and proficiency in the use of MS Office 

Please send full resume (MS word) with latest and expected salary to peter.pang@zebra.com.hk.