Job ref no.: CT3116513-01#0474

Team Head/Manager, Customer Complaints

Conners Consulting

Conners ConsultingCentral and Western, Hong Kong Island

Our client, a market leader in MPF and Pension industry, is now looking for a high caliber candidate to join their company for business expansion.


  • Govern the complaint handling process to ensure it complies with the regulatory and corporate requirements.
  • Review internal workflows / procedures to identify service gaps.
  • Introducing monitor mechanism and regular companywide communication, to ensure transparency on complaint handling process and achievement.
  • Facilitate customer complaint journey-related improvement projects, to enhance customer experience, thus, increase customer satisfaction, loyalty and advocacy.
  • Manage all internal / external complaint related MIS report.
  • Offer training and briefing sessions to the company including First Point of Contact and relevant stakeholders.
  • Provide customer insight and identify the improvement area to the management.
  • Lead and develop the team to become a competitive and effective workforce.
  • Assist in formulating strategic initiatives that add value to customer experience and improve operational efficiency and organizational effectiveness.


  • University graduate in business discipline
  • Minimum 8 years of working experience in pension / financial industry
  • Strong customer service experience, with at least 5 years of experience in a coaching / supervisory role
  • Good understanding of MPF & ORSO is a must
  • Passed MPF Intermediaries Examination and with SFC Licensed Representative qualification is a definite advantage
  • Experienced in service quality assurance, customer experience management and project management is an advantage
  • Strong initiative, positive thinking with excellent service mind-set, innovative mind, problem-solving and interpersonal skills
  • Strong presentation skills with excellent verbal and written communication skills in English and Chinese. Fluency in Putonghua is an advantage.
  • Candidate with less experience will be considered as Supervisor, Customer Care

To apply, please send your detailed resume by clicking Apply Now or contact Ms. Lee at 3997 3928 for a confidential discussion.

Only shortlisted candidates will be notified.

All data collected will be used for recruitment purpose only & will be used strictly confidential.

Conners Consulting Limited

2005 Kai Tak Commercial Building 317 Des Voeux Road Central Hong Kong


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More job information
Job ref no. CT3116513-01#0474
  • N/A
Job Function
Employment Term
  • Permanent
  • Full-time
  • 8 years - 13 years
Career Level
  • Middle management level
  • Degree