Customer Relations Manager

2 months ago


Hong Kong, Central and Western District, Hong Kong SAR China Prudential plc Full time

At Prudential, we're committed to being partners for every life and protectors for every future. Our purpose drives everything we do, creating a culture of diversity and inclusion for our people, customers, and partners. We empower our team members to excel and make a meaningful impact on our business.

This role reports to the Senior Manager of Complaint Team and is responsible for leading a team that handles customer complaints, ensuring continuous improvement of customer experience. Key responsibilities include:

  • Investigating and resolving escalated customer feedback cases, ensuring effective solutions and timely communication.
  • Identifying service gaps and collaborating with CS management to drive improvements in customer experience.
  • Reviewing and approving solutions for team members, communicating with Compliance, Legal, and regulators as needed.
  • Compiling regular team performance and complaint reports for senior management and Enterprise Risk Management.
  • Supporting Senior Manager and Director in driving operations efficiency and enhancing complaint management.

Requirements for this role include:

  • University graduate with 5 years of experience in Customer Service Operations, with supervisory experience an advantage.
  • Experience in insurance and financial industry, with IIQE qualifications preferred.
  • Fluent in written and spoken English and Cantonese, including Putonghua.
  • Familiarity with relevant regulations of the Insurance Authority and Health Bureau an advantage.
  • Strong analytical and problem-solving skills, with ability to develop and maintain partnerships with stakeholders.
  • Proficiency in Microsoft Office.


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