Job ref no.: CT3118062-01#0080
Prudential Hong Kong Limited

Assistant Manager, CS (Customer Relations)

Prudential Hong Kong Limited

  • 5-day week
  • Insurance plan
  • Medical plan

At Prudential, we understand that success comes from the talent and commitment of our people. Together, we have a shared vision in securing the future of our customers and our communities. We strive to build a business that you can shape, an inclusive workplace where everyone’s ideas are valued and a culture where we can thrive together. Our people stay connected and tuned in to what’s happening around us, keeping us ahead of the curve. While focused on the long-term, we look to the future to bring growth, development and benefit to everyone whose lives we touch.

The incumbent will be responsible to support the Senior Manager in managing Customer Complaints and Correspondence handling to drive continual improvements of customer experience and oversee its day to day operations.

Job Responsibilities:

  • Handle escalated complaints from the team and give advice to the staff on concerns raised during case handling. Actively communicate with Compliance, sales channels and regulators on case status.
  • Oversee the complaint handling workflow and pending cases management to achieve the KPIs.
  • Identify service gaps (e.g. addressing inconsistency, inefficiencies, best practices, emerging trends, etc) of each touch point through customer feedback MI and case handling and discuss with CS management to drive relevant departments to improve customer experience.
  • Drive operations efficiency and enhance complaint management by updating procedural and guidelines and providing user requirements to CSOE, vendor, and other departments for system enhancement (CFS and Prulife).
  • Hold one to one meeting, coaching and training to achieve the personal and team objectives and improve performance.
  • Prepare reports from CFS data for complaints trending and identify action plans to improve customer satisfaction and report operations performance to management and PCA.

Job Requirements:

  • University graduate
  • 8 years of experience in Customer Service Operations, in which 3 years in supervisory role
  • Experience in insurance and financial industry
  • Good motivation skills
  • Good problem solving skills
  • Good interpersonal & people management skills
  • Good stress management
  • Microsoft Office
  • Fluent in English and Cantonese both written and spoken

For other vacancies, please visit our website at

We offer an attractive remuneration package including 5-day work week and flexible benefits. Please submit your application with present and expected salaries online.

Data collected will be used for recruitment purpose only and will be kept for 24 months. Only short-listed candidates will  be notified.