Customer Relations Deputy Director

Foreign bank · Large bank

Kowloon CityOn-site

Role overview

GCB 5
We are currently seeking a high calibre professional to join our team as a Customer Relations Deputy Director.
In this role you will:
Manage and resolve customer complaints from all channels in line with internal guidelines and external regulatory requirements
Own complex and sensitive cases, applying sound judgement, confidentiality, and customer-centric decision-making
Identify potential conduct, operational, reputational, and regulatory risks; escalate special/high-risk cases to Senior Management immediately with clear facts and recommended actions
Propose fair, timely, and well-documented resolutions to settle complaints and achieve assigned complaint KPIs
Conduct thorough investigations by gathering evidence, reviewing records, and interviewing relevant parties
Liaise with internal stakeholders and external parties where required to ensure complete fact-finding
Maintain accurate case notes, decision rationale, and audit-ready documentation
Analyse complaint trends and root causes; identify systemic issues and control gaps
Recommend and drive remedial actions and process improvements with stakeholders to prevent recurrence and improve customer experience
Track actions to closure and monitor effectiveness
Provide training/coaching to maintain and uplift service standards
Support the review of complaint handling guidelines and relevant procedures
Support management information, reports, and papers (e.g., trends, risk themes, KPI performance, key cases) and ad hoc tasks as required
To be successful you will need:
University graduate
Solid experience in customer service, with strong exposure to complaint handling and service recovery
Life insurance background; knowledge of employee benefits is an advantage
Insurance Intermediaries Qualifying Examination Papers 1, 3 and 5 preferred
Customer-centric and outcome-focused
Excellent mediation, analytical, and problem-solving skills; able to handle complaints independently, efficiently, and confidentially
Stron...

Experience: Director level

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Requirements

Own complex and sensitive cases, applying sound judgement, confidentiality, and customer-centric decision-making
Identify potential conduct, operational, reputational, and regulatory risks; escalate special/high-risk cases to Senior Management immediately with clear facts and recommended actions
Propose fair, timely, and well-documented resolutions to settle complaints and achieve assigned complaint KPIs
Conduct thorough investigations by gathering evidence, reviewing records, and interviewing relevant parties
Liaise with internal stakeholders and external parties where required to ensure complete fact-finding
Maintain accurate case notes, decision rationale, and audit-ready documentation
Analyse complaint trends and root causes; identify systemic issues and control gaps
Recommend and drive remedial actions and process improvements with stakeholders to prevent recurrence and improve customer experience
Track actions to closure and monitor effectiveness
Provide training/coaching to maintain and uplift service standards
Support the review of complaint handling guidelines and relevant procedures
Support management information, reports, and papers (e.g., trends, risk themes, KPI performance, key cases) and ad hoc tasks as required
University graduate
Solid experience in customer service, with strong exposure to complaint handling and service recovery
Life insurance background; knowledge of employee benefits is an advantage
Insurance Intermediaries Qualifying Examination Papers 1, 3 and 5 preferred
Customer-centric and outcome-focused
Excellent mediation, analytical, and problem-solving skills; able to handle complaints independently, efficiently, and confidentially
Strong ownership and accountability: monitor case status daily, resolve urgently, and escalate promptly to avoid delays
Detail-oriented with high accuracy in outputs

0 applicants

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