Customer Relations Manager Leader for Insurance Excellence

1 week ago


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

About HSBC Life

HSBC Life is a world-class institution specializing in Insurance, offering opportunities to develop careers in a high-profile growing business segment.

We empower our team of high-performing individuals to build skills and explore new experiences to realize the full potential of being part of HSBC.

Our employees enjoy a dynamic and innovative workplace, harnessing the latest data and technology solutions to achieve meaningful outcomes for clients.

The protection we offer creates broad and lasting impact, helping clients to be healthier, more productive and more confident in their futures.

About the Role

We are seeking a high-calibre professional to join our team as a Customer Relations Manager Leader for Insurance Excellence.

Key Responsibilities

  • Handle and resolve customer complaints from various channels strictly in accordance with internal and external requirements, evaluating risks and reporting special cases to Senior Management immediately.
  • Investigate complaint root causes, suggest remedial actions for process improvement, and accelerate customer experience.
  • Liaise with internal and external parties for thorough investigation, propose resolutions, and meet assigned complaint KPIs.
  • Conduct service quality assessments, provide training/coaching, and maintain service standards.
  • Support review of internal complaint handling guidelines, relevant procedures, and management reports/papers.

Requirements

  • Excellent mediation skill, strong analytical skill, problem-solving skills, and ability to handle complaints independently, efficiently, and confidentially.
  • Taking ownership and accountability by resolving complaints urgently, monitoring case statuses daily, and escalating issues promptly when required.
  • Maintaining a "Can-Do" attitude and meeting tight timelines with maturity.
  • Attention to details, avoiding careless mistakes to ensure accuracy in all outputs.
  • Strong presentation and interpersonal skills.
  • Mature and able to work under pressure.


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

    Prudential, a global life insurance company, seeks an experienced Strategic Operations Leader to drive customer excellence in our Customer Operations division. As a key member of the leadership team, you will play a vital role in shaping operational strategies and initiatives that deliver exceptional customer experiences.Job DescriptionThis senior-level...


  • Hong Kong, Central and Western District, Hong Kong SAR China Zurich Insurance Company Full time

    Job SummaryWe are seeking a highly skilled Claims Manager to handle large and complex liability and property claims.Key ResponsibilitiesManage and coordinate claims handling processes to ensure timely and fair resolutions.Provide technical support to the team, including work simplification and automation initiatives.Develop and maintain strong relationships...


  • Hong Kong, Central and Western District, Hong Kong SAR China FWD Life Insurance Corporation Full time

    FWD Life Insurance Corporation is seeking a highly skilled IT Vendor Management Leader to join our team. As a key member of our IT organization, you will be responsible for managing the end-to-end internal procurement process for IT vendors, collaborating across Group Finance and Procurement Departments. This includes sourcing vendors, renewing contracts,...


  • Hong Kong, Central and Western District, Hong Kong SAR China AXA Group Full time

    About the RoleWe are seeking a highly motivated and customer-focused Customer Service Excellence Associate to join our team. As a key member of our customer service team, you will be responsible for providing exceptional service to our customers via various channels.Job DescriptionDeliver timely and effective responses to customer inquiries through phone,...


  • Hong Kong, Central and Western District, Hong Kong SAR China FWD Life Insurance Corporation Full time

    About FWD GroupFWD Group is a leading pan-Asian life insurance business with a strong presence in 10 markets. With over 13 million customers, we are committed to delivering innovative insurance solutions that meet the evolving needs of our customers.Job SummaryWe are seeking a highly skilled Risk Management Leader to join our team. The successful candidate...


  • 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 where diversity is celebrated and inclusion is assured. We provide a platform for our people to excel and make a meaningful impact on the business. Our goal is to make Prudential a place where you can...


  • Hong Kong, Central and Western District, Hong Kong SAR China AXA Group Full time

    About the RoleAs a Strategic Operations Leader for Sales Excellence, you will play a pivotal role in driving the success of our agency operations team.You will be responsible for leading and managing projects related to sales support, administration, and office premises from end-to-end.This includes project planning, management approval, communication with...


  • Hong Kong, Central and Western District, Hong Kong SAR China Ambition Full time

    Ambition is seeking a highly skilled Product Management Leader, Savings Insurance to join their team in Hong Kong. With a strong presence in the APAC region, the company is looking for a professional to lead the savings product team and drive business growth.Key Responsibilities:Develop and lead projects on product formulation and development of the savings...


  • Hong Kong, Central and Western District, Hong Kong SAR China Zurich Insurance Company Full time

    The ProgrammeThis Insurance Talent Programme aims to provide talented and highly motivated undergraduates an opportunity to develop into Insurance professionals and potential future leaders within our Zurich organization.The ExposureYou can choose the focus in either of 2 streams:Business Expose to the insurance operations and workflow (e.g. claims,...


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

    About Prudential plcWe are a global financial services leader, committed to making a positive impact on the lives of our customers. Our purpose is to be partners for every life and protectors for every future.Job SummaryAs a high-achieving professional, you will lead our distribution process and performance team, ensuring efficient and effective distribution...


  • Hong Kong, Central and Western District, Hong Kong SAR China FWD Life Insurance Corporation Full time

    About FWD Life Insurance CorporationFWD Life Insurance Corporation is a leading pan-Asian life insurance business with a strong presence in 10 markets. Our mission is to revolutionize the insurance industry by providing innovative and customer-centric solutions.The RoleWe are seeking a seasoned professional to lead our New Business Model (NBM) initiative in...


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

    About PrudentialPrudential plc is a leading life insurance company that aims to be partners for every life and protectors for every future. Our purpose encourages everything we do by creating a culture in which diversity is celebrated and inclusion assured, for our people, customers, and partners.We provide a platform for our people to do their best work and...


  • Hong Kong, Central and Western District, Hong Kong SAR China AXA Group Full time

    Key Responsibilities:Customer Insights:Support Customer Research: Manage on-going research work as needed, including product concept and proposition testing, working closely with external research agencies.Support Group Sponsored Research: Support in extensive Group sponsored research, including NPS and annual Customer & Distributor satisfaction...


  • Hong Kong, Central and Western District, Hong Kong SAR China FWD Life Insurance Corporation Full time

    About FWD Life Insurance CorporationFWD Group is a leading pan-Asian life insurance business with over 13 million customers across ten markets. Established in 2013, the company prioritizes customer-centric innovation to revolutionize the insurance industry.Key ResponsibilitiesDevelop and implement a comprehensive commercial partnerships strategy to drive...


  • Hong Kong, Central and Western District, Hong Kong SAR China Zurich Insurance Company Full time

    Program OverviewThe Insurance Talent Programme is designed for talented and highly motivated undergraduates to develop into Insurance professionals and potential future leaders within the Zurich organization. The programme offers a 6-month full-time internship with two career streams: Business and Transformation & Technology.Career StreamsBusiness: Expose to...


  • Hong Kong, Central and Western District, Hong Kong SAR China Zurich Insurance Company Full time

    Company OverviewZurich Insurance Company is a leading global insurer that takes an optimistic approach to business. We focus on the positives, constantly asking What can go right?We are committed to providing opportunities for talented individuals to grow and develop within our organization.SalaryThe estimated salary for this role is HK$40,000 - HK$60,000...


  • Hong Kong, Central and Western District, Hong Kong SAR China Jobs for Humanity Full time

    Job Description Position Type : Full time Type Of Hire : Experienced (relevant combo of work and education) Education Desired : Bachelor of AccountingAs a Senior Presales Consultant at Jobs for Humanity, you will play a crucial role in assisting our sales team in identifying clients' needs and proposing financial solutions for insurance companies. Working...


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

    Company Overview">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.">Salary and Benefits">We offer a competitive salary and benefits...

  • Transformation Leader

    1 month ago


    Hong Kong, Central and Western District, Hong Kong SAR China DBS Bank Full time

    Job SummaryDBS Bank is seeking a skilled Transformation Leader to drive delivery excellence and operational efficiency across the organization. As a key member of the Consumer Banking Group, you will lead cross-functional teams to identify and implement process improvements, standardize and automate workflows, and ensure adherence to best practices.Key...


  • Hong Kong, Central and Western District, Hong Kong SAR China Synpulse Full time

    About the RoleWe are seeking a highly skilled Insurance Transformation Leader to join our team at Synpulse. As a key member of our organization, you will be responsible for leading detailed analysis to guide decision-making processes and supporting end-solutions for our clients.Key ResponsibilitiesLead project teams to deliver complex projects within tight...