Vice President, Customer Care

1. AO Complaint Team Oversight and Direction

• The VP will serve as a key driver in providing effective oversight of the AO Complaint Team. This includes establishing clear accountability, consistent case-handling standards, appropriate escalation thresholds, and effective performance management across the complaint-handling teams.

• The VP will provide direction and independent challenge on complex or sensitive AO complaint cases, ensure timely escalation of material issues, and drive ownership of corrective actions by the relevant operational teams. This level of oversight is important to ensure that member concerns are managed fairly, consistently and in line with service standards and regulatory expectations.

2. Case Quality, Reopening-Rate Improvement and AI Enablement

• The VP will strengthen end-to-end case quality by setting clear expectations for investigations, documentation, written responses, and closure decisions. The focus will be on ensuring that complaints are fully investigated, root causes are addressed and member concerns are resolved comprehensively at the first closure.

• A key objective will be to reduce reopened cases, repeat complaints and unnecessary escalations to uplift the quality and performance of the PCCWS and AO Complaint Teams.

• The VP will also lead the evaluation and controlled adoption of appropriate AI-enabled tools to support complaint handling. Potential applications include complaint categorisation and prioritisation, case summarisation, identification of missing information or inconsistencies, quality-assurance reviews, trend analysis, root-cause identification, and management reporting. AI may also support the preparation of initial draft correspondence and case summaries, subject to mandatory human review and approval.

• All AI use will be governed by appropriate controls, including data-security requirements, human oversight, auditability, and clear accountability. Final decisions on investigations, regulatory positions, written responses, and case closure will remain with authorised employees.

3. Governance, Regulatory and Risk Management

• Complaint handling, particularly for Ombudsman and MPF-related cases, requires appropriate senior oversight due to the associated regulatory, reputational, and member-impact risks.

• The VP will ensure that complaint investigations, case records, written responses, and closure decisions meet the required standards of objectivity, completeness, timeliness, integrity, and regulatory compliance. The role will strengthen case-data quality, management reporting, risk identification, root-cause analysis, and cross-functional remediation.

• The VP will also manage sensitive stakeholder expectations and ensure timely escalation to senior management of material customer, operational, conduct, reputational and regulatory risks, supported by clear assessments, recommendations, and decision points.

• The proposed VP role is a forward-looking investment in risk management, service resilience, and customer trust. It will provide clear senior ownership of complaint management, improve the quality and finality of case resolution, reduce avoidable reopened cases, and strengthen oversight across both the PCCW and AO Complaint Teams.