Head of Complaint Handling

Our client is a leading global bank and they are currently seeking to fill the position of Head of Complaint Handling in Hong Kong. The role will lead a small specialist team which will manage the resolution of issues and corrective actions whilst also liaising internally with risk management and externally with regulatory authorities.

You'll work directly with key stakeholders across the business to ensure that they are managing the business properly with reference to speculative complaints, genuine business errors or bad service.

Your role in leading the function will be to:

• Improve the structure around customer resolution and complaint management, thus driving Root Cause Analysis activities.
• Provide oversight on reporting, exposure and severity and MI information
• Review and build the improvement and line of sight and provide advisory view on risks and future state opportunities and threats.

Key Performance Objectives:

Operational Excellence

•  Deep understanding of requirements specifically around complaints handling and resolution
•  Working with external regulatory environment in relation to issue handling and monitoring
•  Liaise with Operational Excellence team to produce practice level Management Information and to develop the best practice for complaint handling across all teams.
•  Use Root Cause Analysis findings to drive change and improvements.

People

•  Manage a team maintaining positive communication, motivating and coaching all team members
•  Carry out performance/appraisal reviews and where necessary initiate performance management.
•  Manage career development locally, to include coaching, mentoring, leading and monitoring.
•  Contribute to and lead training and development programme for the team

Clients

•  Experience of collaborative stakeholder management, specifically at customer facing and senior management levels
•  Identify areas where the service to clients could be improved and/or expanded.
•  Take lead and ownership, for individual complaint cases which are escalated to the Technical and Complaints Team for processing.

Financial

•  Demonstrate commercial awareness
•  Control and produce MI for leadership group in relation to financial outcomes for complaint settlements.