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Job ref no.: CT3119077-01#0010
FTLife Insurance Company Limited

Manager, Customer Services (Complaint & Correspondences)

FTLife Insurance Company Limited

Benefits
  • 5-day week
  • Insurance plan
  • Medical plan

Responsibilities:

  • Lead and oversee the Complaint Team operations to ensure appropriate actions are taken in accordance to the related guidelines/policies set forth by the Company and regulators.
  • Identify important and/or sensitive issues, potential threats or frauds which need instant rectification, improvement or business opportunities and escalate to Management or appropriate parties for follow-up actions.
  • Provide feedback to the business with recommendations to improve overall customer experience. Identify potential threats or frauds which need instant rectification, improvement or business opportunities and escalate to Management or appropriate parties for follow-up actions.
  • Act as the contact point between the Company and Regulators on Complaints handling.
  • Prepare regular MIS reports for management review. Organize and lead regular management meeting.
  • Lead and oversee the operations of Correspondence Team to provide professional and effective written communication with our customers.
  • Set service standards (i.e. KPIs) and guidelines for staff and guide the teams to deliver high quality customer services, and ensure KPIs are met.
  • Handle ad hoc tasks and operation supportive tasks assigned

Requirements:

  • At least 5 years of relevant experience in insurance / finance industry
  • Solid experience in insurance operations
  • Complaint Management experience is a must
  • Excellent communication skills and with ability to influence others
  • Fluency in written and spoken English, Chinese and Mandarin

We offer attractive fringe benefits, including 5-day work week, group medical & life insurance, and career prospect to the right candidates. Write to us with your resume, expected salary and contact phone numbers to: Human Resources Department, FTLife Insurance Company Limited, 28/F, Wing On Centre, 111 Connaught Road Central, Hong Kong or fax to 2836-5365 or email to [via CTgoodjobs Apply Now ].

Please visit our Website at www.ftlife.com.hk for Company information.

Only short-listed candidates will be notified. Information provided will be used for the purpose of selection only and unsuccessful applications will be destroyed immediately after the selection process. 

More job information
Job ref no. CT3119077-01#0010
Salary
  • N/A
Job Function
Industry
Employment Term
  • Permanent
  • Full-time
Experience
  • 5 years - 10 years
Career Level
  • Middle management level
Education
  • N/A