Responsibilities

• To review the complaint investigation report and relevant supporting documents to conclude their substantiation
• To identify root causes from complaints and suggest quality improvement initiatives to prevent repetition of the complaints
• To build effective partnership across business and functions
• To develop Root Cause Analysis tools and assist in providing training and briefing sessions
• To prepare regular reports, statistics and analytics to parties concerned
• To cultivate among the stakeholders a positive and customer-focused mindset in service quality improvement

Requirements

• University graduate in Banking, Business Management, Total Quality Management or a related discipline
• Minimum 5 years’ experience in customer services or service quality with proven track record in implementing service improvements
• Capable of influencing stakeholders in providing professional suggestions and support on service quality in the Bank
• Sound knowledge of personal banking services and operations, and familiar with related regulatory requirements
• Great sense of ownership and servicing mindset
• Strong communication, presentation, analytical and problem-solving skills
• A good team player, mature, independent, proactive and willing to take on challenges
• Excellent command of both spoken and written English and Chinese

Please apply online via the BEA Careers website at https://careers.hkbea.com/psp/hcmprd/EMPLOYEE/HRMS/c/HRS_HRAM.HRS_APP_SCHJOB.GBL?Page=HRS_APP_JBPST&Action=U&FOCUS=Applicant&SiteId=1&JobOpeningId=2482&PostingSeq=1 or by clicking the Apply Now button. Kindly note that if you are a new user, you have to first create your User Profile before you can apply.

Personal data provided by job applicants will be used for recruitment purposes only and will be treated in accordance with the Bank's Personal Data Policy, which is available upon request. Applicants who are not invited for interviews within six weeks may consider their applications unsuccessful and the personal data collected will be destroyed after six months.