Position: Manager, Customer Services (Complaint & Correspondences)

 Industry: Insurance

Objective of the job:

Ensure the complaint investigation is conducted in a professional manner.  Ensure timely and professional handling of enquiries through proper communication with customers.

Responsibilities:

•          Lead and oversee the Complaint Team operations to ensure appropriate actions are taken in accordance to the related guidelines/policies set forth by the Company and regulators. 
•          Identify important and/or sensitive issues, potential threats or frauds which need instant rectification, improvement or business opportunities and escalate to Management or appropriate parties for follow-up actions.
•          Provide feedback to the business with recommendations to improve overall customer experience.  Identify potential threats or frauds which need instant rectification, improvement or business opportunities and escalate to Management or appropriate parties for follow-up actions.
•          Act as the contact point between the Company and Regulators on Complaints handling.
•          Prepare regular MIS reports for management review. Organize and lead regular management meeting.
•          Lead and oversee the operations of Correspondence Team to provide professional and effective written communication with our customers.
•          Set service standards (i.e. KPIs) and guidelines for staff and guide the teams to deliver high quality customer services, and ensure KPIs are met.
•          Handle ad hoc tasks and operation supportive tasks assigned

Requirements:

•          At least 5 years of relevant experience in insurance / finance industry
•          Solid experience in insurance operations
•          Complaint Management experience is a must
•          Excellent communication skills and with ability to influence others
•          Fluency in written and spoken English, Chinese and Mandarin