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Customer Proposition Management
We are currently seeking a high caliber professional to join our department as Customer Relations Manager - Governance, reporting to Head of Operations Planning, Customer Relations
Principal responsibilities
Promote the governance on management of customer opinion and complaints received by various channels of the bank according to the regulatory and group requirements.
Develop and update the complaint and customer opinion handling procedures and communicate to all complaint handling channels with regular meetings, briefings and training.
Monitor the complaint handling performance with quality assurance checking and exception reporting.
Analyze and report the trends to the management and drive improvement actions by all channels.
Develop continuous monitoring actions on complaint management by all channels.
Perform 1LoD with read across, gap analysis and controls to manage various types of risks incurred in complaint management.
Manage the complaint handling system regarding the functionality development, system performance and field updates.
Manage the system migration to a new complaint management platform to enhance regulatory compliance and minimize risk.
Support third party management on complaint handling and the monitoring of third-party risk.
Experience: Director level
Connect with an insider to learn more about this role (team culture, interview focus, and how to stand out).
Requirements
Develop and update the complaint and customer opinion handling procedures and communicate to all complaint handling channels with regular meetings, briefings and training.
Monitor the complaint handling performance with quality assurance checking and exception reporting. Analyze and report the trends to the management and drive improvement actions by all channels.
Develop continuous monitoring actions on complaint management by all channels. Perform 1LoD with read across, gap analysis and controls to manage various types of risks incurred in complaint management.
Manage the complaint handling system regarding the functionality development, system performance and field updates. Manage the system migration to a new complaint management platform to enhance regulatory compliance and minimize risk.
Support third party management on complaint handling and the monitoring of third-party risk.
University degree in a related discipline or other relevant qualifications.
Proven retail banking experience on customer services or complaint handling.
Strong ownership and servicing mindset.
Excellent interpersonal and communication skills with strong analytical sense.
Project management experience, especially in banking industry, an advantage.
