Team Head of Complaint Handling, Retail Bank

Your new company A well established Retail Bank is looking for a professional Complaint Handler to lead one of their Complaint Handling Team within the Retail Banking division. This is a critical leadership and complaint handling role, responsible for managing a small, high-performing team dedicated to resolving customer complaints across multiple channels, ensuring timely, fair, and regulatory-compliant outcomes. Your new role Lead and mentor a team of complaint handlers, fostering a culture of

Hays - Hong Kong - Full time

Salary: Competitive

Your new company

  • A well established Retail Bank is looking for a professional Complaint Handler to lead one of their Complaint Handling Team within the Retail Banking division. This is a critical leadership and complaint handling role, responsible for managing a small, high-performing team dedicated to resolving customer complaints across multiple channels, ensuring timely, fair, and regulatory-compliant outcomes.


Your new role
  • Lead and mentor a team of complaint handlers, fostering a culture of accountability, empathy, and continuous improvement.
  • Manage the end-to-end process of handling retail banking general written and verbal complaints.
  • Oversee the end-to-end complaint resolution process, ensuring cases are handled efficiently and in line with internal policies and regulatory requirements.
  • Analyse complaint trends and root causes to identify opportunities for service improvement and risk mitigation.
  • Act as the escalation point for complex or sensitive cases requiring senior-level intervention.
  • Collaborate with internal stakeholders (e.g., Branches, Contact Centre, Compliance, Legal) to ensure effective resolution and systemic improvements. Prepare and present regular reports to senior management on complaint metrics, trends, and action plans.
  • Liaise with various departments and external parties to gather necessary information and provide comprehensive responses. Ensure compliance with regulatory requirements and internal policies.


What you'll need to succeed
  • Minimum 10 years of relevant experience in complaint handling, customer service, or operations within the banking or financial services industry.
  • Bachelor degree holder in a related area of study.
  • Proven track record in leading and developing small teams with strong people management skills.
  • In-depth knowledge of complaint handling frameworks, regulatory expectations, and customer experience best practices.
  • Strong analytical, communication, and stakeholder management skills.
  • Ability to work under pressure and manage competing priorities with a customer-first mindset.
  • Proficiency in spoken and written English and Chinese is a must.


What you need to do now
  • If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or send Keith your CV to keith.ho@hays.com.hk, alternatively you may also call Keith Ho @+85222307474.
  • If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion on your career.
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