A leading global retail bank is looking for a Team Leader (Director) to manage a team of complaint handlers for a key division of their Client Experience team.
The Director will supervise an established team of experienced complaint handlers to ensure all client and broker complaints are handled with the highest level of service and care, to protect the bank's brand and prestigious reputation. The Director will be expected to get involved in smoothing out complex complaint situations with they arise and to run coaching and monitoring programmes to ensure the team are functioning to their highest ability. This will be a strategic team leadership role, expected to constantly look for and implement process and team improvement opportunities and integrate compliant solutions into the overall customer experience journey.
To be successful in this role you must have team management experience and solid customer improvement, complaint handling or customer experience from the retail banking or insurance industries. Overall, this is a team leadership role that requires high energy, motivation, influencing and engagement skills. Therefore excellent interpersonal, communication and relationship building skills are essential. Strong project and process management experience gained within the consumer finance or insurance space will also be needed.
Fluency in spoken and written English and Chinese is essential.
The SR Group (Hong Kong) Limited is acting as an Employment Agency in relation to this vacancy.