Insurance Complaints & Compliance Lead

Insurance Authority; Hong Kong; On-site; HKD 700,000 - 1,100,000; Full time

Job summary

The Insurance Authority seeks a Manager to lead Conduct Supervision – Complaint Handling, reporting to Senior Manager. You will oversee professional handling of complaints against insurers, prepare assessment reports, and liaise with complainants, insurers and regulators to ensure compliance and timely resolutions.

The role requires a Bachelor's degree and at least 5 years' experience in complaint handling, audit, compliance, or risk management within financial services or regulatory bodies.

Qualifications

• Bachelor’s degree or professional qualification in finance, insurance, economics, laws, or accounting.
• At least 5 years in complaint handling / audit / compliance / risk management with insurers or regulators.
• Knowledge of local regulatory requirements, preferably in insurance.
• Excellent written and verbal communication in English and Chinese; Putonghua advantageous.

Responsibilities

• Handle telephone and written complaints against insurers and intermediaries professionally
• Carry out assessment and prepare assessment reports on alleged complaint and non-compliance cases
• Communicate and follow up with complainants, insurers and intermediaries professionally
• Manage the Complaint System
• Prepare monthly management information on complaints
• Conduct trend and root cause analyses on complaints to identify any industry issues
• Communicate regulatory considerations / expectations with insurers and intermediaries
• Liaise with other regulatory bodies on complaint and non-compliance cases

Skills

Communication skills

Analytical skills

Interpersonal skills

Regulatory knowledge

Education

Bachelor’s degree

Professional qualification in finance/insurance/economics/laws/accounting

Job description

The Insurance Authority seeks a Manager to lead Conduct Supervision – Complaint Handling, reporting to Senior Manager. You will oversee professional handling of complaints against insurers, prepare assessment reports, and liaise with complainants, insurers and regulators to ensure compliance and timely resolutions.

The role requires a Bachelor's degree and at least 5 years' experience in complaint handling, audit, compliance, or risk management within financial services or regulatory bodies.