Senior Director/Director, Customer Service & Operations, Individual Insurance

Full Time
Kwun Tong
Junior (less than 3 years)
English, Cantonese, Mandarin (Putonghua)

Job Description

Senior Director/Director, Customer Service & Operations, Individual Insurance

Location: HK-HongKong-HKHO-22/F., Tower A, Manulife Financial Centre, 223-231 Wai Yip Street, Kwun Tong, Kowloon


Head of Customer Service

-   Lead customer relations, communication and complaint management functions in alignment of Asia strategy to develop and deliver unsurpassed customer experience

-  Oversee/conduct business/functional investigations resulting in quality complaint resolutions

-   Manage and act in accordance with internal and regulatory procedures/guidelines

Work with Police, Courts/Tribunals and Regulatory Authorities, Corporate Communications, Legal and/or Compliance when and where appropriate in resolution of Individual Insurance Business complaint cases, at Global, Regional and local level

-   Organize internal Quarterly Complaints Review Meetings for Individual Insurance

-   Timely support Company’s CEO and senior executives on escalated complaint cases

Technical Skills

  • Chinese Word Processing
  • Compliance
  • Customer Service
  • Microsoft Excel
  • Microsoft Powerpoint
  • Microsoft Word