Manager, Complaint Management (eMPF)

Responsibilities:

As the Manager of Complaint Management, you will lead a dedicated team to effectively handle and resolve customer complaints related to eMPF from various channels.

·         Oversee and conduct thorough investigations into customer complaints received via calls, emails, and other communication channels. Ensure all issues are resolved promptly and satisfactorily.

·         Direct and monitor the daily operations of the customer complaint team, providing guidance and support to ensure the high performance of team members.

·         Maintain compliance with all regulatory and legal requirements for customer complaints across various platforms. Implement and manage processes to ensure timely resolution of all issues.

·         Work closely with the operations and support teams to refine and enhance complaint-handling procedures. Foster a collaborative environment to ensure smooth and efficient operations.

·         Regularly analyze complaint trends and prepare reports for management to develop an improvement plan.

Requirements:

·         Bachelor’s degree in Business Administration or a related discipline.

·         Minimum 5 years of experience in customer service management, with a proven track record in complaint resolution. Experience in the pension industry and handling pension-related complaints is highly preferred.

·         Strong understanding of pension products and services, with an ability to address related complaints effectively.

·         Excellent communication skills with a good command of English and Chinese is essential.

·         Strong analytical and problem-solving skills, with a capacity to make quick and effective decisions.