Business Risk Specialist

Business Risk Specialist - Complaint Handling (AVP)

At Bank of Singapore, we are constantly on the lookout for exceptional individuals to join our team. We promote a culture of openness, teamwork and fairness. Most importantly, we invest in our people through our programmes that develop them on both professional and personal levels. Besides attractive remuneration packages, we offer non-financial benefits and opportunities to develop your potential within OCBC Group’s global network of subsidiaries and offices. If you have passion, drive and the will to succeed, rise to the challenge today

**GENERAL DESCRIPTION**

**MAIN DUTIES**
- Conduct thorough and comprehensive complaint investigations, ensuring adherence to regulatory guidelines and internal policies.
- Analyse complaint data and identify trends, patterns, and areas for improvement.
- Develop and implement strategies to improve the complaint handling process and enhance customer satisfaction.
- Provide guidance and support to team members in resolving complex complaints and ensuring timely resolution.
- Prepare accurate and detailed reports on complaint investigations, including findings, recommendations, and actions taken.
- Stay updated on industry regulations and best practices related to complaint handling and investigation.
- Foster a culture of continuous improvement, promoting a customer-centric approach within the team.
- Proactively identify potential risks and escalate issues to senior management as appropriate.
- Maintain a high level of professionalism and confidentiality in handling sensitive customer complaints.

**Qualifications**

**WORK EXPERIENCE REQUIREMENTS**
- Minimum of 7 years of experience in compliance, risk and controls or audit function, with experience in investigation, preferably in wealth management.
- Strong knowledge of regulatory requirements and industry best practices related to complaint handling and investigation in the banking sector.
- Excellent problem-solving and analytical skills, with the ability to gather and interpret complex data.
- Exceptional attention to detail and accuracy in documenting complaint investigations and preparing reports.
- Advanced communication skills, both written and verbal, with the ability to effectively communicate complex information to stakeholders at all levels.
- Strong leadership abilities, with the capability to motivate and inspire team members.
- Ability to handle high-pressure situations and manage multiple priorities effectively.
- Sound judgment and decision-making skills, with the ability to assess risks and make appropriate recommendations.
- Strong interpersonal skills, with the ability to build and maintain relationships with internal and external stakeholders.
- Familiarity with digital channels and technology-driven complaint handling solutions is a plus.

**EDUCATION REQUIREMENTS**
- University degree or equivalent from a reputable institution
- Proficiency in English and Mandarin to liaise with Chinese-speaking stakeholders.

Job ID 2400006L
- ABOUT COMPANY
- Bank of Singapore
- Singapore
Private Banking / Wealth Management

Asia's global private bank Bank of Singapore is a wholly owned subsidiary of OCBC Bank, Southeast Asia’s second largest bank. Headquartered in Singapo...