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Employer Ref: 499571
Recruit Ref: L0601713796
Posting Date: 2025-12-11
Bank of China (Hong Kong) Limited
Bank of China (Hong Kong) Limited

Established in 2006, our Management Trainee ("MT") Programme aims to nurture high-calibre talents to become future leaders who are ready to take up challenges and excel in our businesses. Positioned as the cradle of leaders, we are determined to invest considerable amount of resources into our MTs, through the provision of multi-facets of developmental opportunities to facilitate their ever-learning total experiences and pave the promising career path. MTs who joined us in early years have evolved as business leaders and subject matter experts running their teams.
Customer Service Manager (Complaint Handling, Corporate account)

Responsibilities:

  • Coordinate and handle general complaint/feedback from corporate customers
  • Analyze and identify service gaps by reviewing customer complaints or internal workflows/procedures (focusing on corporate account opening, account management and service delivery). Recommend feasible service and system enhancement to improve service standard and business efficiencies
  • Coordinate and implement the workout plan, facilitate the streamlining process, and review its effectiveness.
  • Facilitate frontline's business plan, conduct research on account opening and account management, formulate and promote the feasible enhancement plan
  • Manage transformation projects, actively sort out the difficulties, timely report the projects' progress and the potential risks, formulate and follow up the solutions
  • Well coordinate and communicate with frontline, legal and compliance, and the related units, review the workflow and its efficiencies, promote different kinds of enhancement
  • Prepare periodic statistic and management reports.
  • Perform other duties assigned by supervisors.

Requirements:

  • Degree or above (preferably with major in Law/Banking/Business Administration or related disciplines or relevant professional qualifications (e,g. CAMS))
  • At least 3 years' experience in Complaint Handling/Sales/Business control/Operation/Project Management in Banking sector (solid and all round experiences in large banks would be an advantage)
  • Familiar with relevant laws & regulations, standards and market practices; sound knowledge of risk management, business and company law
  • Sound knowledge of complaint handling, corporate customer account opening and service delivery procedures
  • Strong market sense and able to recognize customers' need
  • Proactive and positive to work, able to meet tight deadlines and work under pressure
  • Good research, analytical and organizational skills
  • Self-motivated and good team-player with creative thinking
  • Excellent problem-solving, project management, report writing, communication and interpersonal skills.
  • Good command of spoken and written Chinese and English
  • Proficient in computer applications (such as MS Word, Excel, PowerPoint)

Interested parties please send your portfolio, full resume with expected salary and date of availability by clicking APPLY.

Summary
Industry:
Banking / Finance / Securities / Investments 
Job Category / Function:
Banking / Finance / Securities (Others)
Job Position Level:
Senior 
Employment Term:
Full Time / Permanent 
Min. Edu. Level Req:
Bachelor 
Minimum QF Level attained:
-- 
Total Working Exp:
3 or above 
Salary(HKD):
-- (Monthly)
Benefits:
--
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