Manager (Conduct Supervision – Complaint Handling) (1-year Contract)

Insurance Authority; Hong Kong; On-site; HKD 500,000 - 700,000; Full time

Job summary

The Insurance Authority is seeking a Manager (Conduct Supervision - Complaint Handling) to oversee complaints against insurers and intermediaries, prepare assessment reports and manage the Complaint System.

The role requires a Bachelor's degree, at least 5 years in complaint handling or risk/compliance in financial services, strong English and Chinese communication, and solid analytical and stakeholder skills. This is a 1-year contract with competitive remuneration.

Qualifications

• Bachelor's degree in finance, insurance, economics, laws, accounting or related field.
• At least 5 years in complaint handling/audit/compliance/risk management with insurers, regulators or financial institutions.
• Knowledge of local regulatory requirements, preferably in insurance.
• Excellent written and verbal communication in English and Chinese; Putonghua advantageous.
• Strong analytical, interpersonal and stakeholder management skills; self-motivated and able to work under pressure.

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 industry issues.
• Communicate regulatory considerations/expectations with insurers and intermediaries.
• Liaise with other regulatory bodies on complaint and non-compliance cases.

Skills

English and Chinese communication

Analytical skills

Stakeholder management

Team player

Working under pressure

Education

Bachelor's degree

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

Job description

Reporting to the Senior Manager (Conduct Supervision - Complaint Handling), the Manager will undertake the following:

Key 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

Requirements

• A Bachelor's degree, professional qualification in finance, insurance, economics, laws, accounting, or related disciplines
• Relevant work experience at least 5 years in complaint handling / audit / compliance / risk management with insurance companies, other regulatory organizations or financial institutions
• Knowledge of local regulatory requirement, preferably in the insurance sector
• Excellent written and verbal communication skills in English and Chinese; proficiency in Putonghua will be a definite advantage
• Strong analytical skill; self-confident and empathetic skills in dealing with stakeholders including complainants, insurers and insurance intermediaries
• Self-motivated, mature, patient and able to work under pressure
• Strong interpersonal skills and be a good team player

Remuneration Package

A competitive remuneration package commensurate with the successful candidate's experience and qualifications on a 1-year contract will be offered.

Application

Review of the applications will start as soon as possible and continue until the post is filled.