Assistant Customer Service Manager, Customer Relations
Assistant Customer Service Manager, Customer Relations
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Job Description
The customer is the focus of everything we do and millions of end users rely on our products daily. We believe in the value of empowering Manager/ Assistant Manager Customer Resolution Unit with the resources to solve critical problems for the future of our business which is why we need you.
Position Responsibilities:
Manage and resolve customer complaints efficiently and professionally ensure timely follow-up and resolution.
Provide operational support to customer field force & other business areas via email telephone and even face-to-face during complaint handling.
Maintain clear and empathetic communication with customers throughout the complaint resolution process.
Ensure compliance with company policies and regulatory requirements in all complaint management processes.
Analyze complaint data to identify trends root causes and areas for improvement.
Collaborate with cross-functional teams to develop and implement service improvement initiatives based on customer feedback.
Involve service enhancements or projects from initiation to completion ensuring alignment with organizational goals.
Prepare reports on complaint trends resolutions and service performance metrics for management review.
Provide training and support to customer service representatives on complaint handling service best practices.
Handle ad hoc tasks and projects.
Required Qualifications:
University graduate in Business Finance Compliance Risk management or related disciplines.
Above 5 years solid experience in customer services or complaint management preferably in financial institutions / insurance industry.
Qualified license of IIQE Paper 13 and 5
Strong analytical mindset and problem-solving skills attention to detail.
Customer-focused with a proactive attitude demonstrate passion for providing client centric solutions.
Strong sense of ownership and able to work independently in a fast-paced environment.
Confident in handling complaints and capable of dealing with senior management independently
Excellent presentation facilitation skills and strong interpersonal skills.
Excellent written and verbal communications skills proof reading skills and documentation skills.
Consistent demonstrated use of good judgment and professionalism when dealing with sensitive confidential matters.
Ability to create and maintain strong working relationships with all levels of employees.
A committed team player and manager capable of working under pressure and determined to meet the Service Level Agreement (SLA)
The individual must be very proficient in Excel Microsoft Word PowerPoint and Access Databases.
When you join our team:
Well empower you to learn and grow the career you want.
Well recognize and support you in a flexible environment where well-being and inclusion are more than just words.
As part of our global team well support you in shaping the future you want to see.
About Manulife and John Hancock
Manulife Financial Corporation is a leading international financial services provider helping people make their decisions easier and lives better. To learn more about us visit is an Equal Opportunity Employer
At Manulife/John Hancock we embrace our diversity. We strive to attract develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment retention advancement and compensation and we administer all of our practices and programs without discrimination on the basis of race ancestry place of origin colour ethnic origin citizenship religion or religious beliefs creed sex (including pregnancy and pregnancy-related conditions) sexual orientation genetic characteristics veteran status gender identity gender expression age marital status family status disability or any other ground protected by applicable law.
It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process contact .
Working Arrangement
Required Experience:
Manager
Employment Type
Full-Time
