Associate Vice President, Complaint Management, Institutional Banking Group Greater Hong Kong Area

The Company is seeking an Associate Vice President for Complaint Management within its Institutional Banking Group. The successful candidate will be responsible for managing and resolving customer complaints, feedback, and regulatory inquiries in a fair, timely, and professional manner. This role is pivotal in supporting the customer experience journey and driving service, process, and control improvements. Key responsibilities include conducting independent investigations, communicating with customers, collaborating with stakeholders, and identifying and escalating high-risk matters. The role also involves analyzing complaint data, preparing reports, and providing guidance to frontline and business teams on complaint handling and service recovery. Applicants must be degree holders with relevant experience in complaint handling, customer service, or banking operations, with a preference for those with experience in corporate or institutional banking. The role requires excellent written and verbal communication skills, a strong command of English and Chinese (including fluency in Cantonese and Mandarin), and a customer-focused, detail-oriented, and highly accountable approach. The ideal candidate will have sound judgment and discretion when dealing with confidential or sensitive matters and be dedicated to supporting the customer experience journey and related initiatives. The position demands a professional who can maintain effective oversight of complaint processes, build strong relationships with various business units, and contribute to knowledge sharing and training.

Hiring Company

DBS Bank