Assistant Manager (Complaint Handling)

 Job Descriptions:

• To manage end-to-end complaint lifecycles, including investigation, resolution and escalation management;

• To assist in the escalation for complex or sensitive customer complaints, ensuring timely and professional resolution;

• To analyze complaint trends and identify root causes to drive continuous service optimization;

• To handle quality assurance activities, including call calibrations and written correspondences, to uphold service excellence and regulatory standards;

• To collaborate with Compliance and Risk Management teams ensuring all resolution protocols strictly adhere to regulatory requirements;

• To support service transformation initiatives, system enhancements and departmental projects;

• To prepare management reports and performance analysis; and

• To perform ad hoc tasks as assigned by supervisors from time to time.

Requirements:

• Tertiary educated in Business Management, Communications or related disciplines;

• A minimum of 5 years’ relevant experience in customer service and life insurance operations, preferably with hands-on experience in complaint handling or quality assurance;

• Insurance Intermediaries Qualification Paper 1 & 3 is a must;

• Familiar with life insurance policies, guidelines, regulatory requirements and complaint handling standards;

• Strong customer service orientation with effective interpersonal and communication skills;

• Good command of written and spoken English and Chinese, including Putonghua;

• Good stakeholder management skills, proven ability to interface and collaborate effectively with management, Compliance, and Risk Management teams;

• Strong sense of responsibility, detail-oriented and self-motivated, with the ability to work under pressure and deliver high-quality outcomes in a timely manner; and

• Strong analytical, problem solving and presentation skills, with the ability to derive actionable insights from data.

Interested parties please send your full resume stating your current and expected salary by 13 August 2026.

Please visit https://www.hkmca.hk/eng/about_us/careers.html for other application methods.

Please ensure that all information provided to the HKMCA is accurate, complete and updated. Data provided which is inaccurate, misleading or incomplete may influence the process and outcome of the recruitment exercise. Please read the HKMCA Personal Information Collection Statement for Recruitment of Prospective Staff Members and Licensed Individual Insurance Agents at the HKMCA website before completing the application form. Personal data collected will be used for recruitment purposes only. Candidates not invited for interview within 8 weeks may consider their application unsuccessful.