Manager, Customer Relations
Hong Kong
6d ago

Prudential's purpose is to help people get the most out of life. We will deliver our purpose by creating a culture in which diversity is celebrated and inclusion assured, for our colleagues, customers, and partners.

We provide a platform for our people to do their best work and make an impact to the business, and in exchange, we support our people's career ambitions.

We pledge to make Prudential a place where you can Connect, Grow and Succeed.

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, Legal, sales channels and regulators on case status.
  • Oversee the team’s complaint handling 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
  • Fluent in English and Cantonese both written and spoken
  • Microsoft Office
  • Familiar with IA and FHB regulations is an advantage
  • Investigation experience is an advantage
  • Prudential is an equal opportunity employer. We provide equality of opportunity of benefits for all who apply and who perform work for our organisation irrespective of sex, race, age, ethnic origin, educational, social and cultural background, marital status, pregnancy and maternity, religion or belief, disability or part-time / fixed-term work, or any other status protected by applicable law.

    We encourage the same standards from our recruitment and third-party suppliers taking into account the context of grade, job and location.

    We also allow for reasonable adjustments to support people with special requirements.

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