VP, Client Advocacy Head, Customer Experience

Lead (more than 10 years)


Technical Skills

  • Complaint Handling
  • Customer Service
  • Futures
  • Management Reporting

Job Description

VP, Client Advocacy Head, Customer Experience

Location: APAC-HKG-Hong Kong-Hong Kong

  • Deal with written / escalated complaints in order to ensure complaints are handled swiftly and effectively
  • Manage, organize and coordinate the day to day work of Client Advocacy team to deliver the highest standards of services to our clients
  • Liaise with regulatory bodies in the escalated complaint handling
  • Monitor team and individual productivity to ensure that KPIs are maintained
  • Ensure all responses are delivered on time and to the relevant person and in line with the bank’s quality procedures
  • Monitor, track and analyze complaints, make recommendations on trends and work with cross functional parties for improvements that will reduce volume and pattern of complaints and improve quality of service
  • Provide regular management reports with detailed analysis on handling, and lessons learnt and influence the future actions of service areas to improve performance, overall client satisfaction with the complaint process with first time resolution

  • Act as point of escalation for team concerns / client complaints / issues to be fed back to the Head of Client Experience
  • Provide on-going staff coaching and take responsibility for personal development of staff members


  • University graduate with major in Social Science or Business Administration
  • At least 10 years working experience in complaint handling or customer services, preferably from banking & finance industry
  • Patient with excellent customer service attitude
  • Drive and determination with a “can do” attitude
  • A resourceful problem solver and thorough attention to details
  • Strong analytical, tactful interpersonal & presentation skills
  • Excellent command of written & spoken English & Chinese (Cantonese & Putonghua)
  • Proficiency in the use of MS Office

Employment TypeFull-time
Career LevelLead (more than 10 years)
Education LevelBachelor
LanguageEnglish, Cantonese, Mandarin (Putonghua)
CitibankFinancial Services, Retail and Commercial Banking

50/F, Champion Tower 3 Garden Road Central, Hong Kong

directions_walk12 mins walk from Admiralty Station