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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