Manager, Complaint Management

Responsibilities:

As the Manager of Complaint Management team, you will assist to 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 are essential.
• Strong analytical and problem-solving skills, with a capacity to make quick and effective decisions.