Assistant Manager Customer Services

By handling the complaint on business lines the individuals shall look for ways to streamline processes maximize team efficiencies and identify servicing gaps.

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.

Required Qualifications:

• Diploma or above in any disciplines.
• Qualified license of IIQE Paper 13 and 5
• Minimum of 5 years of working experience in financial institute insurance industry is preferrable.
• Minimum of 5 years of experience in complaint management or customer service with a focus on complex case handling is a must.

Preferred Qualifications:

• The individual must be very proficient in Chinese and English word processing Excel and Microsoft Word.

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 .