Customer Experience Manager

Insurance

Hang Seng Bank was one of Hong Kong's bancassurance pioneers with insurance business footprint started since 1965. Over the years, Hang Seng Bank has been committed to serve its customers by providing full spectrum of insurance products including Life Insurance manufacturing, distribution of General Insurance and Medical products, and MPF business.

Insurance is a fast-growing business and is one of the key drivers of Hang Seng Bank. As a well-established insurance entity, we take care of every need of our customers with an optimized service excellence through the Bank’s retail and commercial network, with a dedicated team of professionals in place.

Principal responsibilities:

• Manage customer enquiries / complaints and deliver quality insurance services to Hang Seng Life Insurance customers efficiently and effectively
• Handle communication with regulators / external parties (IA/HKMA/ICB/FDRC) regarding insurance related enquiries / complaints.
• Identify customer pain points through customer services / complaints and drive improvement in customer journeys and experiences
• Work closely with internal counterparts to ensure all activities are in compliance with the requirement of the Bank and regulatory authorities

Requirements

• University degree
• Passes in the Insurance Intermediaries Qualifying Examinations (IIQE) Paper 1, 2 and 3 are an advantage
• Minimum 5 years of banking / insurance experience with exposure to customer services /  complaint handling / customer experience management
• Have knowledge of life insurance products are an advantage
• Excellent customer focus, with the capacity to answer customer needs and demonstrate commitment to providing the highest levels of services
• Ability to deliver and mobilize change while working with stakeholders across the organization
• Proficient command of English and Chinese with good articulation of insights

The employment is subject to Mandatory Reference Checking Scheme (MRCS) as per regulatory requirement. For details, please refer to Hong Kong Monetary Authority - Mandatory Reference Checking Scheme.