AXA

Complaint Management Manager

AXA
Full Time
Senior (6-10 years)
Non-specified
English, Cantonese

Job Description

Complaint Management Manager

Location: HONG KONG

  • Ownership of the Service Level Agreements (SLA) relating to the Turnaround Time (TAT) for end to end complaint journeys.
  • Quality case investigation in a professional and compliance manner in order to deliver good customer experience
  • Review and re-assessment of any cases whereby customers reject complaint or dis-satisfaction resolutions and perform additional actions or compensation if needed. 
  • Lead priority complaint cases, approve communications, resolutions and redress, including those originating from regulators, media, legal representation and involving significant financial impacts or reputational risk
  • Work in conjunction with Marketing, Compliance, Legal, Distribution and Operations, to provide resolutions.
  • To enforce delegated authorities for resolution and compensation for customer complaints/dissatisfaction, including “soft complaint” actions by front line customer service representatives.
  • To conduct regular formal training for complaints and customer facing staff.
  • Understand the root cause of complaint and suggest feasible solution to improve customer satisfaction level

Qualifications

 
  •      Min. 8 years working experience in complaint handling
  •      Good knowledge and experience in insurance or financial industries
  •      Strong analytical, negotiation and problem solving skills
  •      Good people and leadership skills
  •      Excellent written English and Chinese correspondence skill 


Technical Skills

  • Complaint Handling
  • Compliance
  • Corporate Communications
  • Customer Service
  • Marketing
  • Negotiation
  • Quality Control
  • Root Cause Analysis
  • Team Management
  • Training