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Head of Complaints
Ref No.: 18-00257
Location: Wanchai, Hong Kong
 
  • Oversight and direct accountability for complaint governance and management. 
  • Ensure all levels of complaints and correspondences are timely, effectively and proactively resolved. Regular weekly update to senior management team 
  • Ensure complaint management framework is complied with Group Standards
  • Act as a senior member/take lead in strategic projects and own the change and lead by example
  • Prioritize customer experience and empower teams and individuals to take decisions that put the customer first in their day to day activities
  • Produce consolidated complaint reporting/dashboard covering complaints issues and root cause as well as improvement
  • Manage relationship with Agency Leaders, Distribution and required stakeholders. Ensure a close collaboration between all internal stakeholders.