HK - GCB - Client Advocacy Manager (Compliant Handling)

Full Time
Senior (6-10 years)
English, Cantonese, Mandarin (Putonghua)

Job Description

HK - GCB - Client Advocacy Manager (Compliant Handling)

Location: APAC-HKG-Hong Kong-Hong Kong

Job Background

Client Advocacy has taken on a major transformational effort to strengthen clients’ perception of the Citi brand and to re-establish trust and loyalty with clients.  The team is responsible for investigating and resolving client complaints. Client centric and efficiency are key and this is a solutions oriented role, that is fast-paced and relies on the ability to think and react quickly, offer solutions, and resolve clients’ problems with the excellence.

  • Assist the team head to ensure all complaints are handled professionally and settled within internal and external service standards
  • Ensure complaints are strictly adhered to the bank’s Complaint Handling Policy, related policies of regulatory bodies and Compliance and Control policies
  • Identify and highlight high impact areas from the complaint analysis and liaise with the concerned parties to drive for improvement
  • Communicate best practice cases identified from client voices to arouse staff awareness on service quality
  • Maintain the Complaint Management System, generate regular management and complaint statistics reports with statistical analysis and highlights
  • Assist to conduct complaint handling training programs or briefings to the team


  • University graduate with 7 years of client contact/complaint handling experience preferably from the banking or finance industry
  • Excellent command of spoken and written English and Chinese (Cantonese and Putonghua)
  • Patient with excellent client service attitude
  • Strong analytical, leadership, interpersonal and presentation skills
  • Independent, proactive, good team player and able to work under pressure
  • Proficiency in the use of MS Word, Excel and PowerPoint

Technical Skills

  • Complaint Handling
  • Compliance
  • Microsoft Excel
  • Microsoft Powerpoint
  • Microsoft Word
  • Statistics
  • Training