Manager, Complaint Management

Your role

• 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 high performance of team members.

• Maintain compliance with all regulatory and legal requirements related to 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 analyse complaint trends and prepare reports for management to come up with an improvement plan.

To Succeed in this Role

• 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 good command of English and Chinese is essential.

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