About this role
<div> <p><strong>Your Role</strong></p> </div> <div> <p><span>As the Manager of Complaint Management team, you will assist to lead a dedicated team to effectively handle and resolve customer complaints related to eMPF from various channels.</span><span> </span></p> </div> <div> <ul style="list-style-type:disc"> <li> <p><span>Oversee and conduct thorough investigations into customer complaints received via calls, emails, and other communication channels. Ensure all issues are resolved promptly and satisfactorily.</span><span> </span></p> </li> </ul> </div> <div> <ul style="list-style-type:disc"> <li> <p><span>Direct and monitor the daily operations of the customer complaint team, providing guidance and support to ensure the high performance of team members.</span><span> </span></p> </li> </ul> </div> <div> <ul style="list-style-type:disc"> <li> <p><span>Maintain compliance with all regulatory and legal requirements for customer complaints across various platforms. Implement and manage processes to ensure timely resolution of all issues.</span><span> </span></p> </li> </ul> </div> <div> <ul style="list-style-type:disc"> <li> <p><span>Work closely with the operations and support teams to refine and enhance complaint-handling procedures. Foster a collaborative environment to ensure smooth and efficient operations.</span><span> </span></p> </li> </ul> </div> <div> <ul style="list-style-type:disc"> <li> <p><span>Regularly analyze complaint trends and prepare reports for management to develop an improvement plan.</span><span> </span></p> </li> </ul> </div> <div> <p><span> </span><span> </span></p> </div> <div> <p><strong>To Succeed in this Role</strong></p> </div> <div> <ul style="list-style-type:disc"> <li> <p><span>Bachelor’s degree in Business Administration or a related discipline.</span><span> </span></p> </li> </ul> </div> <div> <ul style="list-style-type:disc"> <li> <p><span>Minimum 5 years of experience in customer service management, with a proven track record in complaint resolution. Experience in the pension industry and handling pension-related complaints is highly preferred.</span><span> </span></p> </li> </ul> </div> <div> <ul style="list-style-type:disc"> <li> <p><span>Strong understanding of pension products and services, with an ability to address related complaints effectively.</span><span> </span></p> </li> </ul> </div> <div> <ul style="list-style-type:disc"> <li> <p><span>Excellent communication skills with a good command of English and Chinese are essential.</span><span> </span></p> </li> </ul> </div> <div> <ul style="list-style-type:disc"> <li> <p><span>Strong analytical and problem-solving skills, with a capacity to make quick and effective decisions.</span><span> </span></p> </li> </ul> </div>