Senior Quality Assurance Manager

4 days ago

Hong Kong Island, Hong Kong SAR China KOS International Limited Full time

Our client, a leading Chinese bank in Hong Kong, seeks a seasoned leader to head the Quality Assurance team. You will drive regulatory‑compliant complaint resolution, customer service monitoring, and operational assurance with direct accountability for HKMA/HKIA cases and statutory reporting. Responsibility Act as the primary liaison with HKMA/HKIA on escalated cases and periodic reviews. Perform pre‑submission quality checks on statutory reports to HKMA, HKIA, and other regulators. Monitor complaint trends, identify systemic risks, and collaborate with business units to implement preventive measures. Conduct call monitoring and quality checks on customer service interactions to ensure adherence to service standards. Perform regular quality assurance checks on regulated activities across banking sectors. Conduct sample and quality checks on administration services to verify delivery meets required standards. Enhance QA frameworks, SOPs, and training programs to elevate team performance and compliance maturity. Requirements Bachelor Degree in Finance, Accounting, Business Administration, Risk Management or other related disciplines. 5+ years of direct complaint handling experience within Hong Kong retail/corporate banking. Strong leadership skills with experience managing small-to-mid‑sized teams. Proven track record in managing HKMA and HKIA complaint cases and regulatory interactions. Familiar with regulatory requirements and industry standards on regulated activities. Fluent written English and Chinese (traditional); ability to draft precise, professional regulatory responses in both languages. Click "Apply Now " to apply for this position or call Andy Lo at for a confidential discussion. All information collected will be kept in strict confidence and will be used for recruitment purpose only. #J-18808-Ljbffr

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