Assistant Manager, Customer Services (Complaint Resolution)

What the role is?

• Manage the daily performance of the complaints and correspondence team to deliver exceptional service, consistently meeting or exceeding KPIs and service standards.
• Handle complaints in a constructive and positive manner, ensuring compliance with regulatory and company procedures.
• Maintain accurate records and document all activities and discussions related to complaint handling.
• Take ownership of customer issues and ensure they are resolved effectively.
• Identify significant or sensitive issues, potential threats, or fraud that require immediate attention, and escalate them to management or relevant parties for follow-up.
• Serve as the primary contact between the company and regulators regarding complaint handling.
• Recruit, mentor, and develop customer service officers, fostering an environment that encourages excellence through support and empowerment.
• Manage resources effectively to achieve both qualitative and quantitative targets.

What we look for?

• Bachelor’s degree in a relevant field.
• Minimum of 5 years of experience in the insurance or finance industry, with a solid background in insurance operations and complaint management.
• Excellent written and verbal communication skills in English, Cantonese, and Mandarin, with the ability to engage effectively with staff at all levels.
• Strong ability to influence and motivate team members to achieve business goals.
• Good understanding of management practices and techniques.