Senior Manager / Associate Director, Complaint Handling

Specialized knowledge:
- Strong data analytic skill;
- Strong people management and influencing skill;
- Strong motivation skill;
- Well-developed communication and interpersonal capability (collaborating, questioning, listening, writing, observing), with an ability to influence change through thoughtful recommendations
- Strong Presentation skill,
- Coaching and Training skill
- Good command of PC skill (Excel, Word, Access), English (speaking and writing)
Problem solving:
- Service oriented mindset with strong problem solving and complaint handling skill to handle escalated or sensitive client issues, identify root cause and propose relevant solution, and propose root cause fixed as well;
- Liaise with other departments to ensure that Complaint Handling is in line with the rest of organization;
- Advanced conflict resolution skills required.
Education and experience:
- University graduate
- At least 8 to 10 years of client service management in financial services, Complaint handling experience is preferred.
Communication scope:
- Communicates effectively with others.
- Frequently interacts with internal peers and leaders at same level or one level higher at relevant Departments such as: Legal, Compliance, Distribution, MKT, OPs
- Can clearly and concisely express opinions, conclusions and recommendations.