Senior Complaints & Customer Experience Manager (Hybrid)

Zurich Insurance; Hong Kong; Hybrid; HKD 600,000 - 980,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

Zurich Insurance Hong Kong is seeking an experienced complaints professional to manage complex cases from customers, distributors and regulators. You will investigate root causes, drive sustainable resolutions, and collaborate with stakeholders to meet service standards while maintaining clear written communications.

You will analyse trends, identify gaps, support governance meetings, and contribute to training to continuously improve service quality and customer experience in a

Qualifications

• Bachelor's degree with minimum 7 years of experience in customer service or complaint management within the insurance or financial services industry.
• Sound knowledge of insurance products, operations and regulatory expectations.
• Excellent interpersonal, communication, stakeholder management, negotiation and problem-solving skills.
• Strong analytical mindset with the ability to manage complex cases objectively and effectively.
• Excellent command of written and spoken English and Chinese (Cantonese and Mandarin).
• Proficiency in Microsoft Office applications and Chinese word processing.

Responsibilities

• Manage and resolve complex customer complaints from customers, distributors and regulatory bodies.
• Conduct comprehensive investigation into the complaint cases, identify root causes and recommend sustainable solutions to prevent future issues.
• Work closely with customers and stakeholders to deliver fair, professional and customer-centric resolutions within agreed service standards.
• Prepare written responses and correspondence in professional manner.
• Analyse complaint trends, identify service gaps and recommend improvement initiatives to enhance operational effectiveness and customer satisfaction.
• Prepare management reports and support complaint governance & oversight meetings.
• Contribute to training and coaching for continuous improvement in service quality and customer experience.

Skills

Interpersonal skills

Communication skills

Stakeholder management

Negotiation

Problem-solving

Education

Bachelor's degree

Tools

Microsoft Office

Chinese word processing

Job description

Zurich Insurance Hong Kong is seeking an experienced complaints professional to manage complex cases from customers, distributors and regulators. You will investigate root causes, drive sustainable resolutions, and collaborate with stakeholders to meet service standards while maintaining clear written communications.

You will analyse trends, identify gaps, support governance meetings, and contribute to training to continuously improve service quality and customer experience in a