Service Quality and Optimisation Manager, Banking

Your new company A reputable bank in Hong Kong is seeking a proactive and customer-centric Service Quality and Optimisation Manager to join our their team. This pivotal role is responsible for managing client complaints, driving service excellence, and leading initiatives that enhance operational efficiency and client satisfaction. Your new role Client Complaint Management Act as the primary contact for handling and resolving corporate client complaints with professionalism and empathy Conduct r

Hays - Hong Kong - Full time

Salary: Competitive

Your new company

  • A reputable bank in Hong Kong is seeking a proactive and customer-centric Service Quality and Optimisation Manager to join our their team. This pivotal role is responsible for managing client complaints, driving service excellence, and leading initiatives that enhance operational efficiency and client satisfaction.


Your new role
Client Complaint Management
  • Act as the primary contact for handling and resolving corporate client complaints with professionalism and empathy
  • Conduct root cause analysis and coordinate with relevant departments to ensure timely resolution
  • Maintain comprehensive records and reporting of complaint trends for senior managementService Improvement Projects
  • Lead cross-functional projects aimed at improving service delivery and operational processes
  • Identify pain points in the client journey and propose actionable solutions
  • Collaborate with internal stakeholders to implement service enhancement initiativesQuality Assurance & Monitoring
  • Develop and monitor service quality KPIs across corporate banking functions
  • Conduct regular reviews and audits to ensure compliance with internal standards and regulatory requirements
    Communication & Documentation
  • Prepare and review Chinese and English documentation related to client correspondence, internal reports, and project materials
  • Liaise with clients and internal teams using clear, professional, and culturally appropriate language


What you'll need to succeed
  • Bachelor's degree in Business Administration, Finance, or related discipline
  • Minimum 3 years of working experience in banking, preferably in complaint handling, client service, operations, or quality assurance
  • Strong project management and problem-solving skills
  • Excellent written and verbal communication skills in Chinese (Cantonese and/or Mandarin) and English
  • High attention to detail and ability to manage multiple priorities


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 call Keith Ho now @22307474. Alternatively, you can send Keith your CV to Keith.Ho@hays.com.hk. 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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