Job ref no.: CT3120887-01#0077
One Arrow Consulting Asia Limited

Senior Customer Service Manager - Complaint (Life Insurance)

One Arrow Consulting Asia Limited

  • 5-day week
  • Dental plan
  • Education subsidies
  • Gratuity
  • Insurance plan
  • Medical plan
  • Shuttle bus
  • K + 1 more

Our client, a well-established bank is looking for a high caliber candidate to fulfill the above-mentioned position. Details are as followings:

The Complaints category is responsible for ensuring all customer complaints received and investigated, resolved or passed to the correct body, this may be internal or external.

This role may have supervisory responsibilities. May be located in a Retail branch, contact center or a central office location.

Principal responsibilities 

  • Manage a team of complaint handlers to provide the resolution of customer complaints
  • Manage the investigation and resolution of complaints 
  • Ensure customer complaints are escalated to internal colleagues or regulatory bodies 
  • Manage the development and implementation of strategies to reduce the number of future complaints. 
  • Ensure that the team adhere to prevailing data standards, policies and regulations 
  • Incumbent may be required to acquire knowledge of product areas and in some geographies may need to hold specific certificates. 


  • University degree in a related discipline or relevant experience
  • Over five years’ proven and progressive banking industry experience within complaint management/ customer service function, including a minimum of 3 years proven team management experience or equivalent
  • High level of customer centricity mindset with dedication to deliver exceptional quality services for customers
  • Comprehensive understanding of banking, regulatory environment, industry trends and competitive market; established knowledge of the customer service concept and its impact on customer relationships
  • Highly developed strategic and analytical thinking, problem solving and influencing skills. Strong self-motivation with good communication, negotiation and interpersonal skills
  • Excellent relationship building and senior stakeholder management skills
  • Strong leadership skills coupled with a high and demanding benchmark
  • High degree of personal drive and resilience
  • Proficiency in both English and Chinese
  • Great sense of ownership and servicing mindset to ensure efficient and effective customer service processes






More job information
Job ref no. CT3120887-01#0077
  • N/A
Job Function
Employment Term
  • Full-time
  • 5 years - 10 years
Career Level
  • Senior management level
  • Asso. Deg or High Dip
  • Degree