Customer Relations Manager Leader for Insurance Excellence
1 week ago
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.
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