Assistant Manager (Market Conduct – Complaint Handling)
INSURANCE AUTHORITYSouthern districtUpdate time: September 12,2020
Job Description
Reporting to the Senior Manager / Manager (Market Conduct), the Assistant Manager will undertake the following:
Key Responsibilities
- Handle telephone (including the hotline) and written complaints against Insurers and Intermediaries professionally
- Carry out assessment and investigations on complaints, non-compliance and misconduct cases, and prepare assessment reports
- Roll out new Complaints Management Framework, including a new Complaints Management System
- Prepare monthly management information on complaints
- Conduct trend and root cause analyses on complaints to identify any industry issues
Requirements
- A Bachelor’s degree, professional qualification in finance, insurance, economics, laws, accounting, business administration or related disciplines
- Knowledge of local regulatory requirement, preferably in the insurance sector
- At least 3 years’ relevant work experience in complaints handling, assessment and investigation in the insurance sector is preferred
- Excellent written and verbal communication skills in English and Chinese; proficiency in Putonghua will be a definite advantage
- Self-confident and empathetic skills in dealing with stakeholders, including complainants, insurers and insurance intermediaries
- Self-motivated, independent, patient and able to work under pressure
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