Citi Complaint Governance Senior Analyst in Taipei, Taiwan

  • Primary Location: Taiwan,Taipei,Taipei

  • Education: Bachelor's Degree

  • Job Function: Relationship Management

  • Schedule: Full-time

  • Shift: Day Job

  • Employee Status: Regular

  • Travel Time: Yes, 10 % of the Time

  • Job ID: 18034815


  • Build/execute regional/country complaint governance framework & control mechanisms

  • Establish/implement GCB wide policies/procedures/training programs related to complaint management/Treating Customer Fairly/Consumer Protection

  • Track & review complaint governance KPIs

  • Achieve complaint management goals on industrial ranking/complaints reductions/Service Level Agreements/project requirements

  • Prepare, track & review complaint trending, root cause analysis, improvement action plans & reporting contents

  • Identify/lead/coordinate/follow through the planning & implementation on complaint improvement opportunities/process reengineering initiatives

  • Conduct complaint management control mechanism & identify franchise risk for mitigation

  • Act as GCB window & provide support to the businesses for preparing complaint audits and achieving satisfactory results


  • University or above graduated

  • More than 10 years working experience in banking or service industry; with front line customer experience, complaint management, or control function is a plus

  • Solid capability in project management, cross function coordination, management/governance reporting preparation

  • Can meet deadlines under multitasking assignments and time pressure

  • A team player

  • Proficient in advanced Microsoft (Word/Excel/PowerPoint) skills

  • Good in business presentation on projects/business proposals

  • Excellence in communications by Chinese and English (speaking/writing)

Citi is an equal opportunity and affirmative action employer. Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.