Manager, Customer Care

We are currently seeking a high calibre professional to join our team as a Manager Customer Care (6 months fixed term contract).

Principal Responsibilities

In this role you will

• Handle and resolve customer complaints and enquiries for Pensions received from different sources in a proper manner to customer satisfaction and to minimize reputational risk
• Lead and monitor complaint handling staff to ensure complaints and enquiries are handled in accordance with documented procedures within internal and external service standards and regulations
• Manage thorough investigation, liaise with different stakeholders to identify the root causes, review the effectiveness of preventive measures, flag any service or operation gaps and provide recommendations for business improvements where appropriate
• Drive production of customer complaint and feedback MI and generate insights to inform modification of procedures, ways of working, performance management and training needs identification of staff
• Monitor and supervise the quality assurance process of complaints and enquiries handling across all customer facing channels to identify issues and uplift complaint handling standards
• Review and enhance the complaint handling procedures and quality assurance framework to align with business needs, internal standards and regulatory requirements
• Review and monitor the service level of complaint handling to ensure compliance with the Group and the regulator’s standards; Arrange training and sharing sessions to relevant parties to uphold complaints handling skills
• Manage requests from audit and review activities; Support projects and activities to enhance customer experience of Pensions business

Requirements

To be successful you will need

• University degree in Business Administration, Finance or other relevant subjects
• Good knowledge of the pension industry / customer service field at a management level with customer centricity mindset
• Strong interpersonal, communication, both verbal and written, and influencing skills to interact with senior management, complainants and various stakeholders at all levels
• Strong problem solving and analytical skills with critical mindset to identify issues and resolutions
• Strong leadership skills, independent, high degree of personal drive and resilience and open-minded

Opening up a world of opportunity
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Issued by The Hongkong and Shanghai Banking Corporation Limited.

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