Senior Manager - Senior Mediator/Complaint Handling
Core
Manage and coordinate the investigation and resolution of customer complaints for insurance, investment, and banking products, ensuring regulatory compliance and driving process improvements.
Role type
Senior Manager - Complaint Handling & Mediation
Builds
Compliance reports and improved complaints handling policies/procedures
Domain
Banking, Insurance, Investment, Regulatory Compliance
Deliverable
dashboards & analysis
Required skills
Complaint handling, Regulatory compliance, Case investigation, Policy development, Staff training, Risk analysis, Stakeholder liaison, Report writing
Preferred skills
Supervisory experience, Banking/Financial industry knowledge, Pressure management
Technologies
Microsoft Office
Responsibilities
Handle customer complaints for insurance and investment products; Liaise with internal/external parties for investigations; Communicate with regulators (HKMA, SFC, IA); Review mediator cases and provide guidance; Identify control weaknesses and drive corrective actions; Prepare compliance reports for senior management; Review and update complaints handling policies; Conduct staff training on complaints handling requirements.