Manager, Complaint Management

Job level Middle
Work exp No work experience
Education Bachelor Degree
Within Hong Kong
Employment type Full Time
Industry Insurance / Pension Funding (MPF)
Job function Insurance > Claims
Sales / Business Development / Customer Service > Customer service / Sales Support
Sales / Business Development / Customer Service > Telemarketing / Call Centre
Published On 19/03/2020
ref. 200003F9_30226

Job Responsibilities

  • Manage & lead the complaint team to handle complaints in relation to our insurance products in Life and General Insurance so as to maintain the professional image of AXA
  • Handle Life and General Insurance complaints, adhere to operating guidelines, work within delegated authorities, meet departmental SLA targets and pass periodic independent quality control reviews.
  • Handle and investigate complaint cases from direct customers and regulators
  • Perform acknowledgement, investigation on entitlement, resolution and response
  • Involve operations/distribution for case information, root cause reason and execution of approved actions.
  • Be responsible for following complaints operating guidelines including delegated authorities for resolution and compensation.
  • Be responsible for identifying problems & clarifying the complaints and making recommendations for future improvement
  • Work in conjunction with Customer Service, Marketing, Compliance, Legal, Distribution and Operations, to provide resolutions and responses.
  • Participate in projects that relevant to customer complaints

Job Requirements

  • Relevant working experience in insurance or banking industry is an advantage
  • Minimum 4 years of working experience in Customer Services or Complaint handling in Insurance products
  • Strong analytical, logical, negotiation and problem solving skills
  • Good communication and interpersonal skills
  • Excellent written English and Chinese correspondence skill
  • Good verbal communication in English, Cantonese and Mandarin