Assistant Manager, Customer Relations

Prudential's purpose is to be partners for every life and protectors for every future. Our purpose encourages everything we do by creating a culture in which diversity is celebrated and inclusion assured, for our people, customers, and partners. We provide a platform for our people to do their best work and make an impact to the business, and we support our people's career ambitions. We pledge to make Prudential a place where you can Connect, Grow, and Succeed.

This position reports to Senior Manager of Complaint Team and will be primarily responsible for managing a team for handling customer complaints, supervisory and drive continuous improvements of customer experience.

Job Responsibilities:

• Handle customer feedback cases from customers and referred by regulators and sales channels by conducting thorough investigation and offering effective solutions, as well as arranging to inform verbal and/or written decision within company's KPIs.
• Identify service gaps (e.g. addressing inconsistency, inefficiencies, best practices, emerging trends, etc.) through case handling of the team and discuss with CS management to drive relevant departments to improve customer experience.
• Compile regular team performance and complaint related reports to senior management and Enterprise Risk Management, also ad hoc reports whenever necessary.
• Support Senior Manager and Director to drive operations efficiency and enhance complaint management by updating procedural and guidelines and providing user requirements to project teams for system enhancement

Job Requirements:

• University graduate
• 3-5 years of experience in Customer Service Operations, supervisory experience is an advantage.
• Experience in insurance and financial industry
• IIQE (Paper 1, 2, 3, 4, 5) qualifications preferred
• Excellent command of English and Chinese (written and spoken) including Putonghua
• Familiar with relevant regulations of the Insurance Authority and Health Bureau is an advantage
• Ability to develop and maintain a good partnership with stakeholders, enjoy and is able to work with people with diverse backgrounds
• Able to work under tight timeline
• Good analytical and problem solving skills
• Good people management skills
• Proficiency in Microsoft Office

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 individual physical or mental health requirements.