Our client, a leading regional bank, is looking for a seasoned Client Services Manager to lead their complaint resolution and client advocacy team. This role is critical for managing high-level escalations, ensuring regulatory adherence, and enhancing the overall client experience.
Key Responsibilities
- Act as the primary point for resolving complex, escalated client complaints, conducting root cause analysis and implementing effective remediation.
- Serve as the key liaison with the HKMA and SFC, preparing and submitting detailed regulatory responses.
- Ensure all client service processes and complaint handling strictly adhere to SFO, AMLO, and other HKMA/SFC guidelines.
- Lead and mentor a team of client service professionals, fostering a high-performance and client-centric culture.
- Champion process improvements to prevent future issues and lead the team through internal and external audits.
Requirements
- Over 5 years of experience in banking/financial services, with at least 3-5 years in a managerial role within client services or complaint handling.
- Deep knowledge of financial products, wealth management, and the regulatory landscape in Hong Kong.
- A proven leader with strong interpersonal skills, client empathy, and acute risk awareness.
- Excellent command of English and Chinese (Cantonese).
- Bachelors degree in Finance, Economics, Business, or a related field.
If you are a proactive leader passionate about client advocacy and regulatory excellence, we encourage you to apply.