Customer Relations Deputy Director

We are currently seeking a high caliber professional to join our team as Customer Relations Manager.

The Customer Relations Manager leads end-to-end complaint handling and service recovery across multiple channels, ensuring fair customer outcomes, regulatory compliance, and strong risk awareness. The role drives root-cause analysis and process improvements to enhance customer experience, while coaching teams and partnering with stakeholders to meet complaint KPIs and service standards.

In this role you will need:

Complaint handling & resolution

• Manage and resolve customer complaints from all channels in line with internal guidelines and external regulatory requirements.
• Own complex and sensitive cases, applying sound judgement, confidentiality, and customer-centric decision-making.
• Identify potential conduct, operational, reputational, and regulatory risks; escalate special/high-risk cases to Senior Management immediately with clear facts and recommended actions.
• Propose fair, timely, and well-documented resolutions to settle complaints and achieve assigned complaint KPIs.

Investigation & stakeholder management

• Conduct thorough investigations by gathering evidence, reviewing records, and interviewing relevant parties.
• Liaise with internal stakeholders and external parties where required to ensure complete fact-finding.
• Maintain accurate case notes, decision rationale, and audit-ready documentation.

Root cause & continuous improvement

• Analyse complaint trends and root causes; identify systemic issues and control gaps.
• Recommend and drive remedial actions and process improvements with stakeholders to prevent recurrence and improve customer experience.
• Track actions to closure and monitor effectiveness.

Service quality, coaching & governance

• Provide training/coaching to maintain and uplift service standards.
• Support the review of complaint handling guidelines and relevant procedures.
• Support management information, reports, and papers (e.g., trends, risk themes, KPI performance, key cases) and ad hoc tasks as required.

To be successful you will need:

• University graduate.
• Solid experience in customer service, with strong exposure to complaint handling and service recovery.
• Life insurance background; knowledge of employee benefits is an advantage.
• Insurance Intermediaries Qualifying Examination Papers 1, 3 and 5 preferred.
• Customer-centric and outcome-focused.
• Excellent mediation, analytical, and problem-solving skills; able to handle complaints independently, efficiently, and confidentially.
• Strong ownership and accountability: monitor case status daily, resolve urgently, and escalate promptly to avoid delays.
• Detail-oriented with high accuracy in outputs.
• Strong presentation, communication, and interpersonal skills; confident engaging stakeholders across varying seniority.
• Mature, resilient, open-minded, and able to work under pressure with tight timelines and a “can-do” mindset.
• Proficient in MS Word, Excel, and PowerPoint.
• Strong verbal and written English and Chinese.
• Risk-aware with sound judgement and integrity.
• Collaborative and able to influence across teams.
• Calm, respectful conflict resolution and clear decision-making.