About this role
<p><strong><span>Responsibilities:</span></strong></p> <p>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.</p> <ul type="disc"> <li>Oversee and conduct thorough investigations into customer complaints received via calls, emails, and other communication channels. Ensure all issues are resolved promptly and satisfactorily.</li> <li>Direct and monitor the daily operations of the customer complaint team, providing guidance and support to ensure the high performance of team members.</li> <li>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.</li> <li>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.</li> <li>Regularly analyze complaint trends and prepare reports for management to develop an improvement plan.</li> </ul> <p> </p> <p><strong><span>Requirements:</span></strong></p> <ul type="disc"> <li>Bachelor’s degree in Business Administration or a related discipline.</li> <li>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.</li> <li>Strong understanding of pension products and services, with an ability to address related complaints effectively.</li> <li>Excellent communication skills with a good command of English and Chinese are essential.</li> <li>Strong analytical and problem-solving skills, with a capacity to make quick and effective decisions.</li> </ul>