Business Control Manager

  • Competitive
  • Hong Kong
  • Permanent, Full time
  • Bank Of China (Hong Kong) Limited
  • 18 Aug 17

Business Control Manager

Responsibilities:

  • Manage the Customer Opinion & Complaints Management System including collect, verify, analyze and identify issues which reveal significant, repeated or systemic problems
  • Compile, write and edit information and management reports related to complaints handling
  • Liaise with internal and external parties regarding complaints for verifying details of investigation and conclusion to ensure the integrity and accuracy of data collected
  • Monitor and review complaint logs in system on a regular basis to ensure customer complaints are handled strictly in accordance with the regulatory requirements, mainly the Complaint Handling Procedures (IC-4 of HKMA's Supervisory Policy Manual) and the Code of Banking Practice
  • Identify and raise if there is any irregular or compliance issue in customer complaints
  • Support team matters and admistrative duties as required
Requirements:
  • Degree holder in Business Administration, Finance or Communications disciplines
  • At least 4 years hands on experience in data analysis and reporting preferably in the banking or financial industry
  • Sound knowledge in banking business including operations and general banking and wealth management products and relevant regulatory requirements would be an advantage
  • Excellent proficiency in common PC applications, especially Excel, Powerpoint and WORD
  • Good command of English and Chinese (including Mandarin)
  • Self-motivated; creative; capable of producing quality reporting independently and timely; attention to details
  • Good analytical and presentation skills