Senior Customer Relations & Complaints Lead

AXA Hong Kong and Macau; Hong Kong; In loco; HKD 420.000 - 660.000; Tempo pieno

Descrizione del lavoro

AXA Hong Kong and Macau is seeking an experienced Customer Relations Manager to lead the team handling Life and General Insurance complaints and ensure timely, compliant resolutions. You will coordinate with operations, distribution, and compliance to deliver high-quality service.

The role requires strong analytical and communication skills in English, Cantonese and Mandarin, with a track record of managing escalations and driving process improvements in a regulated environment.

Competenze

• Degree holder (or equivalent qualifications) with minimum 6 years of working experience in Customer Services or Complaint handling in Insurance products
• Strong analytical, logical, negotiation and problem-solving skills
• Can work independently with strong interpersonal & influencing skills
• Excellent written English and Chinese correspondence skill
• Good verbal communication in English, Cantonese and Mandarin
• Strong driver role & ownership to deliver result within tight timeline
• Able to meet a stretch assignment and take on challenges
• Able to work under pressure and with "can-do" & positive attitude
• Self-initiative and a good team player

Mansioni

• Assist the Senior Manager, Customer Relations to manage & lead the team to handle complaints in relation to our insurance products in Life and General Insurance so as to maintain the professional image of AXA
• Handle Life and General Insurance complaints, adhere to operating guidelines, work within delegated authorities, meet departmental SLA targets and pass periodic independent quality control reviews
• Handle and investigate complaint cases from direct customers and regulators
• Perform acknowledgement, investigation on entitlement, resolution and response
• Involve operations/distribution for case information, root cause reason and execution of approved actions.
• Be responsible for following complaints operating guidelines including delegated authorities for resolution and compensation.
• Be responsible for identifying problems & clarifying the complaints and making recommendations for future improvement
• Work in conjunction with Customer Service, Marketing, Compliance, Legal, Distribution and Operations, to provide resolutions and responses.
• Maintain good relationship with regulatory bodies and business partners from complaint perspective
• Evaluate and alert senior management if the complaints have potential risks to the Company
• Provide the coaching to the team members
• Participate in projects that relevant to customer complaints

Conoscenze

Analytical

Negotiation

Problem-solving

Interpersonal skills

Influencing skills

Written English & Chinese

English Cantonese Mandarin

Self-initiative & teamwork

Work under pressure

Ownership

Formazione

Degree holder

Descrizione del lavoro

AXA Hong Kong and Macau is seeking an experienced Customer Relations Manager to lead the team handling Life and General Insurance complaints and ensure timely, compliant resolutions. You will coordinate with operations, distribution, and compliance to deliver high-quality service.

The role requires strong analytical and communication skills in English, Cantonese and Mandarin, with a track record of managing escalations and driving process improvements in a regulated environment.