Customer Experience Manager

4 weeks ago

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

Prudential is a leading life insurance and asset management group, 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 that empowers our people, customers, and partners.

About the Role

This key position reports directly to the Senior Manager of Complaint Team and plays a pivotal role in managing a team responsible for handling customer complaints. The primary objective is to deliver exceptional customer experience by supervising a team, driving continuous improvements, and ensuring adherence to company KPIs.

Key Responsibilities
  • Investigate and resolve customer feedback cases thoroughly, offering effective solutions and communicating decisions within company guidelines.
  • IDentify service gaps through case handling and collaborate with CS management to drive improvements in customer experience.
  • Compile regular team performance and complaint-related reports for senior management and Enterprise Risk Management.
  • Support Senior Manager and Director in enhancing operations efficiency and complaint management by updating procedures and providing user requirements for system enhancement.
Requirements and Qualifications

To succeed in this role, you will need:

  • A university graduate degree.
  • 3-5 years of experience in Customer Service Operations, with supervisory experience an advantage.
  • Experience in the insurance and financial industry.
  • IIQE qualifications preferred.
  • Excellent command of English and Chinese (written and spoken), including Putonghua.
  • Familiarity with relevant regulations of the Insurance Authority and Health Bureau an advantage.
  • Ability to develop and maintain strong partnerships with stakeholders and work effectively with diverse backgrounds.
  • Capacity to work under tight timelines.
  • Good analytical and problem-solving skills.
  • Strong people management skills.
  • Proficiency in Microsoft Office.
About Prudential plc

Prudential plc is a multinational assurance and investment management group with significant businesses in Asia, the US, and the UK. We are committed to delivering long-term value for our shareholders, while making a positive impact on society.

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