Service Quality Manager (Banking Client)

Job title: Service Quality Manager (Banking Client)

Company: Talent Pro Recruitment Company Limited


Job description: My client is seeking a dedicated Service Quality Manager to enhance our customer service experience in the retail bank. In this role, you will handle customer complaints with a focus on quality service and ensure that all necessary follow-up actions comply with HKMA requirements. You will also be responsible for identifying potential risks or areas requiring immediate improvement, escalating these issues to the relevant teams for prompt resolution.Key Responsibilities:

• Manage customer complaints effectively, ensuring timely and quality resolution.
• Follow up on actions taken to address complaints in line with regulatory standards.
• Identify and escalate potential threats or areas for improvement to relevant stakeholders.
• Collaborate with teams to enhance service quality and customer satisfaction.

Requirements:

• Higher Diploma or above in Business or related disciplines.
• Minimum of 3 years of experience in complaints handling, preferably in the banking sector.
• Strong communication skills and interpersonal skills as well as excellent problem-solving abilities.
• Familiarity with banking operations and products is an advantage.
• Proficiency in both spoken and written English and Chinese; fluency in Putonghua is preferred.

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Expected salary:

Location: Hong Kong

Job date: Sat, 22 Mar 2025 08:25:36 GMT

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