The Company is seeking a VP for Customer Care with a focus on AO Complaint Team Oversight and Direction. The successful candidate will be responsible for establishing and maintaining high standards of case handling, performance management, and accountability within the complaint-handling teams. This includes providing independent challenge on complex cases, ensuring timely escalation of material issues, and driving the resolution of member concerns in line with service standards and regulatory expectations. The role also involves leading initiatives to improve case quality, reduce reopened cases, and explore the controlled adoption of AI-enabled tools to enhance complaint handling processes. In addition to the above, the VP will play a critical role in governance, regulatory, and risk management related to complaint handling, particularly for cases with potential regulatory and reputational impact. The ideal candidate will have a strong background in complaint management, with a focus on objectivity, completeness, and integrity in case investigations and decisions. They will be expected to manage sensitive stakeholder expectations, ensure timely escalation of risks, and lead cross-functional remediation efforts. This is a strategic role that requires a forward-looking approach to risk management, service resilience, and customer trust, with a clear commitment to improving the quality and finality of case resolutions and strengthening oversight across the complaint teams.

Hiring Company

PCCW Solutions