Customer Feedback Management Assistant Vice President

4 weeks ago


Hong Kong, Central and Western District, Hong Kong SAR China DBS Bank (Hong Kong) Limited Full time
Job Title: Assistant Vice President Customer Feedback Management Job Summary: We are seeking a highly skilled and experienced Assistant Vice President to join our Customer Feedback Management team at DBS Bank (Hong Kong) Limited. Responsibilities: • Conduct thorough and quality investigations into customer complaints related to banking products from all channels • Process resolutions to complaints and ensure they align with the overall business strategic goals and the case investigation result and conclusion • Collaborate with relevant stakeholders and the Second Line of Defense to establish and maintain robust scrutiny of compliance practices and risk management policies • Analyze customer feedback and root causes of complaints, identify areas for improvement and recommendations for enhancing service quality • Detect and raise to the CFM head if there are any compliance issues and incidents in customer complaints Requirements: • University degree in Business Administration or a related discipline • High demand on numeric and analytic skill • At least 8 years of relevant experience in credit card, lending or banking industry, preferably at analytic role • Excellent interpersonal skills and an ability to communicate effectively (verbal & written) • Able to handle multiple tasks, attention to details and meet tight deadlines under pressure • Proficiency in both English and Chinese What We Offer: We offer a competitive salary and benefits package and the professional advantages of a dynamic environment that supports your development and recognises your achievements.

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