Complaint Handling Manager

3 weeks ago


Shanghai, Shanghai, China HSBC Full time
About the Role:

We are seeking a skilled professional to manage customer complaints related to insurance product features and life operations.

The successful candidate will work with internal stakeholders, branches, and external regulators to handle customer complaints and propose solutions to improve customer interactions and reduce future risks.

This is a specialist role that requires strategic thinking, research, and recommendation skills to create a positive customer experience and measure it consistently across the Group.

The ideal candidate will have a university degree in insurance, legal, or communication, and at least 5 years of customer service experience in life insurance, preferably in JV or foreign companies.

Key responsibilities include working with the Customer Right Protection department to implement related actions and processes through all Operation and Service Delivery teams.

The successful candidate will also prepare reports for different departments, upper management, and regulators.

Requirements:

  • University graduate or above in insurance, legal, or communication
  • At least 5 years of customer service experience in life insurance
  • Excellent command of spoken and written Chinese; basic English knowledge is necessary


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