The Company is seeking a VP for Customer Relations 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 the complaint-handling process. In addition to the above, the VP will play a critical role in governance, regulatory, and risk management. This includes ensuring that all complaint investigations and decisions meet the required standards of objectivity, completeness, and regulatory compliance. The ideal candidate will have a strong background in complaint management, with a focus on service resilience and customer trust. They will be expected to manage sensitive stakeholder expectations, and escalate material risks to senior management with clear assessments and recommendations. The role is a strategic investment in the company's customer relations, aimed at providing clear senior ownership of complaint management and strengthening oversight across the complaint teams.

Hiring Company

PCCW Solutions