Customer Resolution Manager

1 month ago

Hong Kong, Central and Western District, Hong Kong SAR China Manulife Full time

About the Role

We are seeking a highly skilled and experienced Customer Resolution Manager to join our team at Manulife. As a key member of our Customer Resolution Unit, you will be responsible for handling customer complaints in a professional and timely manner.

Key Responsibilities

  • Investigate customer complaints and render quality resolutions in a prompt and thorough manner.
  • Manage customer expectations and provide excellent customer service.
  • Work collaboratively with other departments to resolve customer issues and improve the overall customer experience.
  • Prepare management reports and provide insights to improve business processes.
  • Stay up-to-date with regulatory requirements and company guidelines to ensure compliance.

Requirements

  • University graduate in business, finance, or a related field.
  • Minimum 5 years of experience in complaint handling, preferably in financial institutions.
  • Excellent communication and interpersonal skills, with the ability to work with diverse stakeholders.
  • Strong analytical and problem-solving skills, with the ability to think critically and make sound decisions.
  • Proficiency in verbal and written Chinese and English, including Mandarin.

What We Offer

  • A competitive salary and benefits package.
  • A growth trajectory that extends upward and outward, with opportunities for professional development and leadership.
  • A focus on work-life balance and flexible work arrangements.
  • A commitment to diversity, equity, and inclusion, with a values-first culture.

About Manulife

Manulife Financial Corporation is a leading international financial services group that helps people make their decisions easier and lives better. We provide financial advice, insurance, and wealth and asset management solutions for individuals, groups, and institutions. At Manulife, we are committed to fair recruitment, retention, advancement, and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, color, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law.

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