Join a leading international financial institution to drive excellence in customer service. This high-impact role requires an experienced leader to manage and resolve complex customer disputes across both our Life and General Insurance product lines.
What You Will Do (Key Responsibilities):
Lead the Complaint Team: Manage and guide a dedicated team responsible for the timely and effective resolution of all customer complaints, ensuring high professional standards.
Handle Complex Cases: Personally investigate and manage sensitive complaint cases initiated by both customers and external regulatory bodies.
Investigate and Decide: Perform thorough investigations, determine customer entitlement based on policy and procedure, propose final resolutions, and draft formal, compliant responses.
Drive Collaboration: Act as the central liaison, working closely with senior stakeholders across different teams to identify root causes and implement corrective actions.
Improve Processes: Identify systemic issues causing complaints and recommend strategic operational improvements to enhance service quality and prevent future recurrence.
Maintain Quality: Ensure all team handling adheres strictly to internal guidelines, delegated financial authority, and meets all departmental SLA targets and quality control standards.
Develop Staff: Provide essential coaching and mentorship to junior team members to build capability in dispute resolution.
What We Look For (Qualifications):
Experience: Minimum 3 years of working experience in Customer Services or Complaint Handling, specifically within insurance or financial products.
Industry Focus: Relevant working experience in the insurance or banking industry is highly preferred.
Expert Skills: Strong analytical, logical reasoning, and proven problem-solving skills, with expertise in negotiation and conflict resolution.
Communication: Excellent communication and interpersonal skills are mandatory for managing challenging internal and external stakeholders.
Language Proficiency:
Written: Excellent written communication in both English and Chinese (essential for regulatory correspondence).
Verbal: Good verbal communication skills in English, Cantonese, and Mandarin.
If you are a decisive leader with a proven ability to manage complex disputes and are ready to uphold the reputation of a major financial institution, apply now.
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