Senior Director, Complaints and Advice (Ref. SD-CA)
Complaints and Advice Division
3-year fixed-term contract
The Senior Director, Complaints and Advice leads the Council's Complaints and Advice Division and provides leadership for consumer enquiry, complaint handling and dispute resolution services. The incumbent oversees divisional performance, service transformation and stakeholder engagement to advance consumer interests and service excellence. As a member of the management team, the role contributes to the formulation and implementation of the Council's strategic priorities and organisational objectives.
Responsibilities:
- Lead and oversee the Council's complaint and enquiry handling strategy, policies, and service delivery framework, ensuring alignment with the Council's strategic objectives and consumer protection mission
- Provide strategic leadership and governance for the Consumer Council Service Centres operations and the Hotline services, ensuring high service standards, effective case management and efficient complaint resolution
- Drive operational excellence and service transformation through technology enablement, data analytics, process re-engineering, digitalisation, and continuous improvement initiatives
- Manage the Division's resources, budget, productivity, and performance to optimise operational efficiency, service quality, and organisational effectiveness
- Analyse complaint and enquiry trends, consumer intelligence, and operational data to support strategic planning, policy advocacy, dispute prevention initiatives, and consumer education programmes
- Lead strategic engagement with traders, trade associations, industry bodies, Chinese Mainland and international consumer protection agencies to facilitate complaint resolution, referral mechanisms, and the development of industry self-regulation practices
- Lead, develop and manage the Division’s management team and staff, fostering a high-performance culture and enhancing professional capabilities to ensure effective service delivery and succession planning
- Contribute as a member of the management team in formulating and implementing the Council's business strategies, particularly in the areas of consumer dispute prevention, complaint resolution, and customer service excellence
- Perform other duties and projects as assigned by senior management
Requirements:
- A recognised university degree, preferably supplemented by a higher degree and/or relevant professional qualifications
- At least 15 years' extensive experience in leading and managing sizable teams responsible for operations related to areas covering complaint handling / mediation / dispute resolution / Hotline services
- Proven strategic leadership experience in managing complaint system operations, with a strong track record in service delivery and operational excellence, preferably in a customer service environment
- Solid knowledge of consumer protection, complaint management, dispute prevention and resolution, with demonstrated experience in strategic planning, programme development, service delivery and performance management
- Demonstrated experience in driving operational transformation and service enhancement initiatives through technology enablement, data analytics, process re-engineering and digital innovation
- Strong stakeholder management and influencing skills, with experience engaging government bodies, regulatory authorities, traders, trade associations, consumer protection organisations and stakeholders in Hong Kong, Chinese Mainland and international markets
- Strong analytical, strategic thinking and operational management capabilities, with sound judgement in handling complex, high-profile or sensitive complaints and stakeholder issues
- Proven ability to lead, develop and motivate professional teams, fostering a high-performance, customer-centric and continuous improvement culture
- Excellent command of written and spoken English and Chinese. Fluency in Putonghua would be an advantage
- Experience in government, statutory bodies or non-profit organisations will be an advantage
Terms of Appointment & Fringe Benefits
Appointment will be offered on a 3-year fixed-term contract. Fringe benefits include paid leave, cash allowance, medical insurance and MPF. Renewal of contract will be subject to the service needs of the Division and the performance of the appointee.
Interested candidates please submit job applications by 28 October 2026 via email to recruit@consumer.org.hk. Submissions should include a completed application form (available for download from the Council’s website at https://www.consumer.org.hk/), a full resume (stating current salary, expected salary, and earliest availability), and a cover letter outlining the suitability for the role. Please note that applications without the expected salary may not be considered. Applicants who do not receive an interview invitation within 12 weeks of the closing date may assume their application was unsuccessful.
The Consumer Council is an Equal Opportunity Employer.
Personal Information Collection Statement
- You must provide the personal data marked as mandatory in the application form. Otherwise, the Council may not be able to process your application.
- The personal data collected during the application process will be used for recruitment of the post, including assessing your application and contacting you, and other directly related purposes. For such purposes, we may disclose your personal data to members of an assessment panel to assist in the recruitment.
- Personal data of unsuccessful candidates will be retained for a maximum of 2 years from the closing date of application, thereafter the data will be destroyed.
- You have the right to request access to and correction of your personal data held by the Council, by submitting your request in writing to the Compliance and Administration Officer at 22/F, K. Wah Centre, 191 Java Road, North Point, Hong Kong. The Council may charge you a fee for the processing of such request.
- Please refer to the Privacy Policy at https://www.consumer.org.hk/en/privacy-policy for more information on the Council’s privacy policies and practices.