171 Customer Engagement jobs in Hong Kong

Senior Manager, Customer Communications & Engagement (DIY Initiative)

Join to apply for the Senior Manager, Customer Communications & Engagement (DIY Initiative) role at Prudential Hong Kong

Senior Manager, Customer Communications & Engagement (DIY Initiative)

6 days ago Be among the first 25 applicants

Join to apply for the Senior Manager, Customer Communications & Engagement (DIY Initiative) role at Prudential Hong Kong

Get AI-powered advice on this job and more exclusive features.

Prudential’s purpose is to be partners for every life and protectors for every future. Our purpose encourages everything we do by creating a culture in which diversity is celebrated and inclusion assured, for our people, customers, and partners. We provide a platform for our people to do their best work and make an impact to the business, and we support our people’s career ambitions. We pledge to make Prudential a place where you can Connect, Grow, and Succeed.

The ideal candidate will be responsible for developing and managing segment-specific value propositions and forging strategic partnerships to drive business growth. This role requires a deep understanding of customer segmentation, strong relationship-building skills, and a proven track record in partnership management.

This position will lead the development and implementation of strategies for customer engagement, focusing on promoting DIY services to increase awareness and effective usage of these services. This role will ensure the creation of seamless personalized communication experience that empowers customers to fully utilize our DIY offerings.

Job Responsibilities

• Develop and execute communication strategies: Create effective communication plans to promote DIY services and ensure they reach the target audience.
• Content creation: Produce engaging and informative content about DIY services for various customer touchpoints (social media, websites, email, event, etc.).
• Customer engagement: Design and implement engagement campaigns to inform customers about the benefits and usage of DIY services.
• Feedback and improvement: Establish channels for customer feedback and use insights to continuously improve DIY services.
• Personalized communications: Utilize data analytics to send personalized messages that encourage customers to use DIY services.
• Engagement activities: Organize webinars, Q&A sessions, and workshops to engage customers and address their queries about DIY services.
• Measure and report: Regularly track communication effectiveness and DIY adoption rates, aiming to drive DIY from 40% to 60%. (subject to agreement with OPS).
  
  
  

Job Requirements

• Degree holder in Communications/ Marketing/ Business or related disciplines
• Master’s degree in relevant disciplines is a plus
• 10+ years of working experience in customer engagement, communications, service-oriented initiatives, customer strategy development, campaign management, content marketing, customer insights and experience (preferably in financial services institution)
• Proven track record in developing and implementing successful communication and engagement strategies
• Well-rounded experience in customer marketing disciplines, including customer engagement, communications, customer strategy development, campaign management, content marketing, customer insights and experience, and project management
• Proven capability to connect customer feedback/ insights and data analytics, with the ability to translate data into actionable strategies and plans
• A collaborative leader with excellent communication and interpersonal skills in managing stakeholders and working with cross-functional teams
• Excellent command of English and Chinese – both written and spoken
  
  
  

Prudential is an equal opportunity employer. We provide equality of opportunity of benefits for all who apply and who perform work for our organisation irrespective of sex, race, age, ethnic origin, educational, social and cultural background, marital status, pregnancy and maternity, religion or belief, disability or part-time / fixed-term work, or any other status protected by applicable law. We encourage the same standards from our recruitment and third-party suppliers taking into account the context of grade, job and location. We also allow for reasonable adjustments to support people with individual physical or mental health requirements.

Seniority level

• Seniority level Mid-Senior level

Employment type

• Employment type Full-time

Job function

• Job function Marketing and Sales

Referrals increase your chances of interviewing at Prudential Hong Kong by 2x

Sign in to set job alerts for “Customer Communications Manager” roles. Assistant Public Affairs Manager (Video and Content Production) Senior Executive, Travel Product & Partnership Senior Business Communications Manager - Retail / Wholesale (HK) Manager, Corporate Communications, Global Corporate Communications Manager (Group Office) Marketing Communications Manager (Payment Business) Deputy Executive Manager, Integrated Reporting

Sha Tin District, Hong Kong SAR 5 days ago

Manager, Communications & Public Affairs Assistant Public Affairs Manager (Media Publicity, Mainland focus) Assistant Customer Service Manager, Customer Relations

Shenzhen, Guangdong, China CN¥18,000.00-CN¥25,000.00 1 year ago

Core Business Services - Branding, Marketing & Communications (BMC) – Go-To-Market Manager – Hong Kong

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Senior Manager, Customer Communications & Engagement (DIY Initiative)

Join to apply for the Senior Manager, Customer Communications & Engagement (DIY Initiative) role at Prudential Hong Kong

Senior Manager, Customer Communications & Engagement (DIY Initiative)

6 days ago Be among the first 25 applicants

Join to apply for the Senior Manager, Customer Communications & Engagement (DIY Initiative) role at Prudential Hong Kong

Get AI-powered advice on this job and more exclusive features.

Prudential’s purpose is to be partners for every life and protectors for every future. Our purpose encourages everything we do by creating a culture in which diversity is celebrated and inclusion assured, for our people, customers, and partners. We provide a platform for our people to do their best work and make an impact to the business, and we support our people’s career ambitions. We pledge to make Prudential a place where you can Connect, Grow, and Succeed.
The ideal candidate will be responsible for developing and managing segment-specific value propositions and forging strategic partnerships to drive business growth. This role requires a deep understanding of customer segmentation, strong relationship-building skills, and a proven track record in partnership management.
This position will lead the development and implementation of strategies for customer engagement, focusing on promoting DIY services to increase awareness and effective usage of these services. This role will ensure the creation of seamless personalized communication experience that empowers customers to fully utilize our DIY offerings.
Job Responsibilities

• Develop and execute communication strategies: Create effective communication plans to promote DIY services and ensure they reach the target audience.
• Content creation: Produce engaging and informative content about DIY services for various customer touchpoints (social media, websites, email, event, etc.).
• Customer engagement: Design and implement engagement campaigns to inform customers about the benefits and usage of DIY services.
• Feedback and improvement: Establish channels for customer feedback and use insights to continuously improve DIY services.
• Personalized communications: Utilize data analytics to send personalized messages that encourage customers to use DIY services.
• Engagement activities: Organize webinars, Q&A sessions, and workshops to engage customers and address their queries about DIY services.
• Measure and report: Regularly track communication effectiveness and DIY adoption rates, aiming to drive DIY from 40% to 60%. (subject to agreement with OPS).
  

Job Requirements

• Degree holder in Communications/ Marketing/ Business or related disciplines
• Master’s degree in relevant disciplines is a plus
• 10+ years of working experience in customer engagement, communications, service-oriented initiatives, customer strategy development, campaign management, content marketing, customer insights and experience (preferably in financial services institution)
• Proven track record in developing and implementing successful communication and engagement strategies
• Well-rounded experience in customer marketing disciplines, including customer engagement, communications, customer strategy development, campaign management, content marketing, customer insights and experience, and project management
• Proven capability to connect customer feedback/ insights and data analytics, with the ability to translate data into actionable strategies and plans
• A collaborative leader with excellent communication and interpersonal skills in managing stakeholders and working with cross-functional teams
• Excellent command of English and Chinese – both written and spoken
  

Prudential is an equal opportunity employer. We provide equality of opportunity of benefits for all who apply and who perform work for our organisation irrespective of sex, race, age, ethnic origin, educational, social and cultural background, marital status, pregnancy and maternity, religion or belief, disability or part-time / fixed-term work, or any other status protected by applicable law. We encourage the same standards from our recruitment and third-party suppliers taking into account the context of grade, job and location. We also allow for reasonable adjustments to support people with individual physical or mental health requirements. Seniority level

• Seniority level Mid-Senior level

Employment type

• Employment type Full-time

Job function

• Job function Marketing and Sales

Referrals increase your chances of interviewing at Prudential Hong Kong by 2x

Sign in to set job alerts for “Customer Communications Manager” roles. Assistant Public Affairs Manager (Video and Content Production) Senior Executive, Travel Product & Partnership Senior Business Communications Manager - Retail / Wholesale (HK) Manager, Corporate Communications, Global Corporate Communications Manager (Group Office) Marketing Communications Manager (Payment Business) Deputy Executive Manager, Integrated Reporting

Sha Tin District, Hong Kong SAR 5 days ago

Manager, Communications & Public Affairs Assistant Public Affairs Manager (Media Publicity, Mainland focus) Assistant Customer Service Manager, Customer Relations

Shenzhen, Guangdong, China CN¥18,000.00-CN¥25,000.00 1 year ago

Core Business Services - Branding, Marketing & Communications (BMC) – Go-To-Market Manager – Hong Kong

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Manager, Client Relations (Hong Kong based)

Join to apply for the Manager, Client Relations (Hong Kong based) role at Invesco Asia Pacific

Manager, Client Relations (Hong Kong based)

Join to apply for the Manager, Client Relations (Hong Kong based) role at Invesco Asia Pacific

As one of the world’s leading asset managers, Invesco is dedicated to helping investors worldwide achieve their financial objectives. By delivering the combined power of our distinctive investment management capabilities, we provide a wide range of investment strategies and vehicles to our clients around the world.

If you're looking for challenging work, smart colleagues, and a global employer with a social conscience, come explore your potential at Invesco. Make a difference every day!

Job Description

Who we are:

With over $1.9 trillion of assets under management, Invesco is one of the world’s leading global investment management firms, headquartered in Atlanta, GA. Spreading across 26 countries and with over 8400 dedicated employees, we are driven by trust and care. As one of the world’s leading asset managers, we are solely dedicated to delivering an investment experience that helps people get more out of life.

Key Responsibilities

• Client Understanding and Compliance:
• Develop a comprehensive understanding of the assigned client's organizational structure and investment priorities.
• Ensure thorough knowledge of the client's reporting, regulatory requirements, and servicing guidelines.
• Communication and Relationship Management:
• Establish and maintain regular communication with institutional sales, portfolio management, and key stakeholders.
• Continuously evaluate client needs and design an effective approach to relationship management.
• Client Coordination and Support:
• Promptly and accurately coordinate client requests, facilitating dialogue between clients and internal teams regarding IMA/IG changes, investment reviews, presentations, reporting, and fund account setup/operations.
• Assist with AML documentation during new account onboarding and subsequent refreshes as required by the Compliance/AML team.
• Performance Reviews and Issue Resolution:
• Independently moderate performance reviews with clients and drive solutions to address any operations-related issues or concerns.
• Actively measure and monitor the success of client accounts, focusing on investment and service level execution.
• Project Management:
• Lead or assist with regular client relationship or ad hoc projects, ensuring high quality and client satisfaction.
• Consistently seek ways to enhance client service and improve internal coordination.
  

• Time and Resource Management:
• Organize and prioritize time and resources to meet goals and expectations.
• Team Collaboration:
• Perform any other duties assigned by the Head of Client Relations or the firm.
• Maintain a harmonious and positive team spirit.
  

The Experience You Bring:

• University degree specializing in Economics, Business or Finance
• Solid 7+ years (4 years for Assistant Manager) Institutional Client Relations working experience within the financial services industry, preferably in asset management sector
• Processes of good understanding of institutional asset management industry, regulation and needs of institutional clients
• Solid knowledge of different investment assets, product capabilities, operations and services
• Fluency in written and oral communication in English, Cantonese and Mandarin Chinese
  
  

Key Competencies

• Strong team player with high integrity, self-motivated, committed and positive working attitude
• Excellent interpersonal and communication skills, with ability to cooperate in a team environment and work under pressure (individual and team bases) and tight timeline
• Analytical and organizational skills to determine the needs of the client and drive feasible solutions
• Professional and presentable with ability to moderate client review meetings face to face
• Great attention to details with ability to prioritize, multi-task and project manage
• Demonstrate strong numbers aptitude
• Proficiency with Microsoft Office (Word, Excel, and PowerPoint)
• SFC License for RA 1 (Dealing in Securities)
• Chartered Financial Analyst or Chartered Accountant is a distinct advantage
  
  

Our benefit policy includes but not limited to:

• 25 days annual leave plus flexible paid time off
• Hybrid work schedule
• Learning and development programs
• Health & wellbeing benefits
• Parental Leave benefits
• Employee stock purchase plan
  
  

How to Apply:

• Apply for the role directly here or at Invesco Careers: Careers at Invesco | APAC.
  
  

To know more about us:

• About Invesco:
• About our Culture:
• About our CR program:

Full Time / Part Time

Full time

Worker Type

Employee

Job Exempt (Yes / No)

Yes

Workplace Model

At Invesco, our workplace model supports our culture and meets the needs of our clients while providing flexibility our employees value. As a full-time employee, compliance with the workplace policy means working with your direct manager to create a schedule where you will work in your designated office at least four days a week, with one day working outside an Invesco office.

Invesco's culture of inclusivity and its commitment to diversity in the workplace are demonstrated through our people practices. We are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, creed, color, religion, sex, gender, gender identity, sexual orientation, marital status, national origin, citizenship status, disability, age, or veteran status. Our equal opportunity employment efforts comply with all applicable local laws governing non-discrimination in employment.

Personal data provided by job applicants will be used strictly in accordance with our personal data policy and for recruitment purposes only. Candidates not notified within twelve weeks may consider their application unsuccessful. All related information will be kept in our file for future recruitment purposes. When there are vacancies in our subsidiary or associate companies, we may transfer the application to them for consideration of employment. Under the Personal Data (Privacy) Ordinance, job applicants have a right to request access to, and to request correction of, Personal Data in relation to the application. If job applicants wish to exercise these rights, they should contact the Human Resources department.

Seniority level

• Seniority level Not Applicable

Employment type

• Employment type Full-time

Job function

• Job function Sales and Business Development
• Industries Investment Management and Financial Services

Referrals increase your chances of interviewing at Invesco Asia Pacific by 2x

Get notified about new Client Manager jobs in Hong Kong, Hong Kong SAR .

Client Account Manager - Global Family and Institutional Wealth Assistant Manager, Customer Relationship Client Solutions Manager, eCommerce, Greater China Manager, Customer Experience & Relations Senior Vice President, Client Onboarding Group Manager

Kowloon City District, Hong Kong SAR 5 days ago

Client Relationship Manager - FT Professional Customer Relationship Manager (Customer Contact Centre) (HK) Private Bank Relationship Manager- Wealth Management (Hong Kong) Manager, Customer Experience & Tourism Business

Sha Tin District, Hong Kong SAR 1 week ago

Associate Relationship Manager (Hong Kong)

Kwun Tong District, Hong Kong SAR 3 months ago

Branch Service Executive/General Banking Manager/Customer Relationship Manager (HK)

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Manager, Client Relations (Hong Kong based)

Join to apply for the Manager, Client Relations (Hong Kong based) role at Invesco Asia Pacific

Manager, Client Relations (Hong Kong based)

Join to apply for the Manager, Client Relations (Hong Kong based) role at Invesco Asia Pacific

As one of the world’s leading asset managers, Invesco is dedicated to helping investors worldwide achieve their financial objectives. By delivering the combined power of our distinctive investment management capabilities, we provide a wide range of investment strategies and vehicles to our clients around the world.
If you're looking for challenging work, smart colleagues, and a global employer with a social conscience, come explore your potential at Invesco. Make a difference every day!
Job Description
Who we are:
With over $1.9 trillion of assets under management, Invesco is one of the world’s leading global investment management firms, headquartered in Atlanta, GA. Spreading across 26 countries and with over 8400 dedicated employees, we are driven by trust and care. As one of the world’s leading asset managers, we are solely dedicated to delivering an investment experience that helps people get more out of life.
Key Responsibilities

• Client Understanding and Compliance:
• Develop a comprehensive understanding of the assigned client's organizational structure and investment priorities.
• Ensure thorough knowledge of the client's reporting, regulatory requirements, and servicing guidelines.
• Communication and Relationship Management:
• Establish and maintain regular communication with institutional sales, portfolio management, and key stakeholders.
• Continuously evaluate client needs and design an effective approach to relationship management.
• Client Coordination and Support:
• Promptly and accurately coordinate client requests, facilitating dialogue between clients and internal teams regarding IMA/IG changes, investment reviews, presentations, reporting, and fund account setup/operations.
• Assist with AML documentation during new account onboarding and subsequent refreshes as required by the Compliance/AML team.
• Performance Reviews and Issue Resolution:
• Independently moderate performance reviews with clients and drive solutions to address any operations-related issues or concerns.
• Actively measure and monitor the success of client accounts, focusing on investment and service level execution.
• Project Management:
• Lead or assist with regular client relationship or ad hoc projects, ensuring high quality and client satisfaction.
• Consistently seek ways to enhance client service and improve internal coordination.
  

• Time and Resource Management:
• Organize and prioritize time and resources to meet goals and expectations.
• Team Collaboration:
• Perform any other duties assigned by the Head of Client Relations or the firm.
• Maintain a harmonious and positive team spirit.
  

The Experience You Bring:

• University degree specializing in Economics, Business or Finance
• Solid 7+ years (4 years for Assistant Manager) Institutional Client Relations working experience within the financial services industry, preferably in asset management sector
• Processes of good understanding of institutional asset management industry, regulation and needs of institutional clients
• Solid knowledge of different investment assets, product capabilities, operations and services
• Fluency in written and oral communication in English, Cantonese and Mandarin Chinese
  

Key Competencies

• Strong team player with high integrity, self-motivated, committed and positive working attitude
• Excellent interpersonal and communication skills, with ability to cooperate in a team environment and work under pressure (individual and team bases) and tight timeline
• Analytical and organizational skills to determine the needs of the client and drive feasible solutions
• Professional and presentable with ability to moderate client review meetings face to face
• Great attention to details with ability to prioritize, multi-task and project manage
• Demonstrate strong numbers aptitude
• Proficiency with Microsoft Office (Word, Excel, and PowerPoint)
• SFC License for RA 1 (Dealing in Securities)
• Chartered Financial Analyst or Chartered Accountant is a distinct advantage
  

Our benefit policy includes but not limited to:

• 25 days annual leave plus flexible paid time off
• Hybrid work schedule
• Learning and development programs
• Health & wellbeing benefits
• Parental Leave benefits
• Employee stock purchase plan
  

How to Apply:

• Apply for the role directly here or at Invesco Careers: Careers at Invesco | APAC.
  

To know more about us:

• About Invesco:
• About our Culture:
• About our CR program:

Full Time / Part Time
Full time
Worker Type
Employee
Job Exempt (Yes / No)
Yes
Workplace Model
At Invesco, our workplace model supports our culture and meets the needs of our clients while providing flexibility our employees value. As a full-time employee, compliance with the workplace policy means working with your direct manager to create a schedule where you will work in your designated office at least four days a week, with one day working outside an Invesco office.
Invesco's culture of inclusivity and its commitment to diversity in the workplace are demonstrated through our people practices. We are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, creed, color, religion, sex, gender, gender identity, sexual orientation, marital status, national origin, citizenship status, disability, age, or veteran status. Our equal opportunity employment efforts comply with all applicable local laws governing non-discrimination in employment.
Personal data provided by job applicants will be used strictly in accordance with our personal data policy and for recruitment purposes only. Candidates not notified within twelve weeks may consider their application unsuccessful. All related information will be kept in our file for future recruitment purposes. When there are vacancies in our subsidiary or associate companies, we may transfer the application to them for consideration of employment. Under the Personal Data (Privacy) Ordinance, job applicants have a right to request access to, and to request correction of, Personal Data in relation to the application. If job applicants wish to exercise these rights, they should contact the Human Resources department. Seniority level

• Seniority level Not Applicable

Employment type

• Employment type Full-time

Job function

• Job function Sales and Business Development
• Industries Investment Management and Financial Services

Referrals increase your chances of interviewing at Invesco Asia Pacific by 2x

Get notified about new Client Manager jobs in Hong Kong, Hong Kong SAR .

Client Account Manager - Global Family and Institutional Wealth Assistant Manager, Customer Relationship Client Solutions Manager, eCommerce, Greater China Manager, Customer Experience & Relations Senior Vice President, Client Onboarding Group Manager

Kowloon City District, Hong Kong SAR 5 days ago

Client Relationship Manager - FT Professional Customer Relationship Manager (Customer Contact Centre) (HK) Private Bank Relationship Manager- Wealth Management (Hong Kong) Manager, Customer Experience & Tourism Business

Sha Tin District, Hong Kong SAR 1 week ago

Associate Relationship Manager (Hong Kong)

Kwun Tong District, Hong Kong SAR 3 months ago

Branch Service Executive/General Banking Manager/Customer Relationship Manager (HK)

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Join to apply for the Manager, Customer Relations role at AXA Hong Kong and Macau

2 days ago Be among the first 25 applicants

Join to apply for the Manager, Customer Relations role at AXA Hong Kong and Macau

Direct message the job poster from AXA Hong Kong and Macau

Experienced Recruiter in Banking & Financial Industry

About AXA Hong Kong and Macau

AXA Hong Kong and Macau is a member of the AXA Group, a leading global insurer with presence in 50 markets and serving 95 million customers worldwide. Our purpose is to act for human progress by protecting what matters.

As one of the most diversified insurers in Hong Kong, we offer integrated solutions across Life, Health and General Insurance. We are the largest General Insurance provider and a major Health and Employee Benefits provider. Our aim is to not only be the insurer to provide comprehensive protection to our customers, but also a holistic partner to the individuals, businesses and community we serve. At the core of our service commitment is continuous product & service innovation and customer experience enrichment, which is achieved through actively listening to our customers' needs and leveraging and investing in technology and digital transformation.

We embrace our responsibility to be a driving force against climate change and a force for good to create shared value for our community. We are proud to be the first to address the importance of mental health through different products and services and thought leading iconic research. Our overall Sustainability Strategy, with emphasis on climate strategy and biodiversity commitment, is developed based on TCFD recommendations. We are committed to integrating environmental, social and governance factors across our business and strive to contribute to a sustainable future through 3 distinct roles - as an investor, an insurer and an exemplary company.

AXA is an equal opportunity employer. We are committed to promoting Diversity and Inclusion (D&I) by creating a work environment where all employees are treated with dignity, respect, and where individual differences are valued. We welcome and treasure diverse profiles to join our big family, and to build an inclusive culture together which allows everyone to maximise their personal potential.

Our people strategies are designed to enhance employee well-being and professional growth, ultimately empowering them to excel within the company. Click here to learn more about our Benefits ( , Culture ( & Career Development (

Responsibilities:

• Manage & lead the complaint team to handle complaints in relation to our insurance products in Life and General Insurance so as to maintain the professional image of AXA
• Handle Life and General Insurance complaints, adhere to operating guidelines, work within delegated authorities, meet departmental SLA targets and pass periodic independent quality control reviews.
• Handle and investigate complaint cases from direct customers and regulators
• Perform acknowledgement, investigation on entitlement, resolution and response
• Involve operations/distribution for case information, root cause reason and execution of approved actions.
• Be responsible for following complaints operating guidelines including delegated authorities for resolution and compensation.
• Be responsible for identifying problems & clarifying the complaints and making recommendations for future improvement
• Work in conjunction with Customer Service, Marketing, Compliance, Legal, Distribution and Operations, to provide resolutions and responses.
• Provide the coaching to junior members
• Participate in projects that relevant to customer complaints

Qualifications:

• Relevant working experience in insurance or banking industry is an advantage
• Minimum 4 years of working experience in Customer Services or Complaint handling in Insurance products
• Strong analytical, logical, negotiation and problem solving skills
• Good communication and interpersonal skills
• Excellent written English and Chinese correspondence skill
• Good verbal communication in English, Cantonese and Mandarin

Seniority level

• Seniority level Associate

Employment type

• Employment type Full-time

Job function

• Job function Consulting and Customer Service
• Industries Insurance Carriers and Insurance

Referrals increase your chances of interviewing at AXA Hong Kong and Macau by 2x

Get notified about new Customer Service Manager jobs in Wong Chuk Hang, Hong Kong SAR .

Senior Customer Service and Operations Manager (FS, 6 months bonus, up to 70k) Assistant Customer Service Manager, Customer Relations Customer Relationship Officer (High-Mid Value Segment) Customer Service Manager I - Wealth & Personal Banking Supervisor - Customer Services (Ticketing) CUSTOMER SERVICES OFFICER (Ref. CKCII-CSO)

Kwun Tong District, Hong Kong SAR 1 year ago

Deputy Manager, Customer Experience (Retail Banking Business) Deputy Manager, Customer Experience (Retail Banking Business) Customer Relationship Manager (Customer Contact Centre) (HK)

Shenzhen, Guangdong, China CN¥18,000.00-CN¥22,000.00 2 years ago

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Join to apply for the Manager, Customer Relations role at AXA Hong Kong and Macau

2 days ago Be among the first 25 applicants

Join to apply for the Manager, Customer Relations role at AXA Hong Kong and Macau

Direct message the job poster from AXA Hong Kong and Macau

Experienced Recruiter in Banking & Financial Industry

About AXA Hong Kong and Macau

AXA Hong Kong and Macau is a member of the AXA Group, a leading global insurer with presence in 50 markets and serving 95 million customers worldwide. Our purpose is to act for human progress by protecting what matters.

As one of the most diversified insurers in Hong Kong, we offer integrated solutions across Life, Health and General Insurance. We are the largest General Insurance provider and a major Health and Employee Benefits provider. Our aim is to not only be the insurer to provide comprehensive protection to our customers, but also a holistic partner to the individuals, businesses and community we serve. At the core of our service commitment is continuous product & service innovation and customer experience enrichment, which is achieved through actively listening to our customers' needs and leveraging and investing in technology and digital transformation.

We embrace our responsibility to be a driving force against climate change and a force for good to create shared value for our community. We are proud to be the first to address the importance of mental health through different products and services and thought leading iconic research. Our overall Sustainability Strategy, with emphasis on climate strategy and biodiversity commitment, is developed based on TCFD recommendations. We are committed to integrating environmental, social and governance factors across our business and strive to contribute to a sustainable future through 3 distinct roles - as an investor, an insurer and an exemplary company.

AXA is an equal opportunity employer. We are committed to promoting Diversity and Inclusion (D&I) by creating a work environment where all employees are treated with dignity, respect, and where individual differences are valued. We welcome and treasure diverse profiles to join our big family, and to build an inclusive culture together which allows everyone to maximise their personal potential.

Our people strategies are designed to enhance employee well-being and professional growth, ultimately empowering them to excel within the company. Click here to learn more about our Benefits ( , Culture ( & Career Development (

Responsibilities:

• Manage & lead the complaint team to handle complaints in relation to our insurance products in Life and General Insurance so as to maintain the professional image of AXA
• Handle Life and General Insurance complaints, adhere to operating guidelines, work within delegated authorities, meet departmental SLA targets and pass periodic independent quality control reviews.
• Handle and investigate complaint cases from direct customers and regulators
• Perform acknowledgement, investigation on entitlement, resolution and response
• Involve operations/distribution for case information, root cause reason and execution of approved actions.
• Be responsible for following complaints operating guidelines including delegated authorities for resolution and compensation.
• Be responsible for identifying problems & clarifying the complaints and making recommendations for future improvement
• Work in conjunction with Customer Service, Marketing, Compliance, Legal, Distribution and Operations, to provide resolutions and responses.
• Provide the coaching to junior members
• Participate in projects that relevant to customer complaints

Qualifications:

• Relevant working experience in insurance or banking industry is an advantage
• Minimum 4 years of working experience in Customer Services or Complaint handling in Insurance products
• Strong analytical, logical, negotiation and problem solving skills
• Good communication and interpersonal skills
• Excellent written English and Chinese correspondence skill
• Good verbal communication in English, Cantonese and Mandarin

Seniority level

• Seniority level Associate

Employment type

• Employment type Full-time

Job function

• Job function Consulting and Customer Service
• Industries Insurance Carriers and Insurance

Referrals increase your chances of interviewing at AXA Hong Kong and Macau by 2x

Get notified about new Customer Service Manager jobs in Wong Chuk Hang, Hong Kong SAR .

Senior Customer Service and Operations Manager (FS, 6 months bonus, up to 70k) Assistant Customer Service Manager, Customer Relations Customer Relationship Officer (High-Mid Value Segment) Customer Service Manager I - Wealth & Personal Banking Supervisor - Customer Services (Ticketing) CUSTOMER SERVICES OFFICER (Ref. CKCII-CSO)

Kwun Tong District, Hong Kong SAR 1 year ago

Deputy Manager, Customer Experience (Retail Banking Business) Deputy Manager, Customer Experience (Retail Banking Business) Customer Relationship Manager (Customer Contact Centre) (HK)

Shenzhen, Guangdong, China CN¥18,000.00-CN¥22,000.00 2 years ago

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Assistant Customer Service Manager, Customer Relations

Join to apply for the Assistant Customer Service Manager, Customer Relations role at Manulife

Assistant Customer Service Manager, Customer Relations

2 days ago Be among the first 25 applicants

Join to apply for the Assistant Customer Service Manager, Customer Relations role at Manulife

Get AI-powered advice on this job and more exclusive features.

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 1, 3 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

• We’ll empower you to learn and grow the career you want.
• We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words.
• As part of our global team, we’ll 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

Hybrid

Seniority level

• Seniority level Mid-Senior level

Employment type

• Employment type Full-time

Job function

• Job function Other
• Industries Insurance

Referrals increase your chances of interviewing at Manulife by 2x

Get notified about new Customer Service Assistant jobs in Hong Kong, Hong Kong SAR .

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Customer Service, Assistant Manager (More than 1 opening)

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Customer Service Officer (Premier Centre) - Wealth and Personal Banking

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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 1, 3 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:_**
+ We'll empower you to learn and grow the career you want.
+ We'll recognize and support you in a flexible environment where well-being and inclusion are more than just words.
+ As part of our global team, we'll support you in shaping the future you want to see.
**Acerca de Manulife y John Hancock**
Manulife Financial Corporation es un importante proveedor internacional de servicios financieros que ayuda a las personas a tomar decisiones de una manera más fácil y a vivir mejor. Para obtener más información acerca de nosotros, visite .
**Manulife es un empleador que ofrece igualdad de oportunidades**
En Manulife/John Hancock, valoramos nuestra diversidad. Nos esforzamos por atraer, formar y retener una fuerza laboral tan diversa como los clientes a los que prestamos servicios, y para fomentar un entorno laboral inclusivo en el que se aprovechen las fortalezas de las culturas y las personas. Estamos comprometidos con la equidad en las contrataciones, la retención de talento, el ascenso y la remuneración, y administramos todas nuestras prácticas y programas sin discriminación por motivos de raza, ascendencia, lugar de origen, color, origen étnico, ciudadanía, religión o creencias religiosas, credo, sexo (incluyendo el embarazo y las afecciones relacionadas con este), orientación sexual, características genéticas, condición de veterano, identidad de género, expresión de género, edad, estado civil, estatus familiar, discapacidad, o cualquier otro aspecto protegido por la ley vigente.
Nuestra prioridad es eliminar las barreras para garantizar la igualdad de acceso al empleo. Un representante de Recursos Humanos trabajará con los solicitantes que requieran una adaptación razonable durante el proceso de solicitud. Toda la información que se haya compartido durante el proceso de solicitud de adaptación se almacenará y utilizará de manera congruente con las leyes y las políticas de Manulife/John Hancock correspondientes. Para solicitar una adaptación razonable en el proceso de solicitud, envíenos un mensaje a .
**Modalidades de Trabajo**
Híbrido

Assistant Customer Service Manager, Customer Relations

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Assistant Customer Service Manager, Customer Relations

2 days ago Be among the first 25 applicants

Join to apply for the Assistant Customer Service Manager, Customer Relations role at Manulife

Get AI-powered advice on this job and more exclusive features.

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 1, 3 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

• We’ll empower you to learn and grow the career you want.
• We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words.
• As part of our global team, we’ll 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
Hybrid Seniority level

• Seniority level Mid-Senior level

Employment type

• Employment type Full-time

Job function

• Job function Other
• Industries Insurance

Referrals increase your chances of interviewing at Manulife by 2x

Get notified about new Customer Service Assistant jobs in Hong Kong, Hong Kong SAR .

Officer, Contact Center Customer Service

Kowloon City District, Hong Kong SAR 3 days ago

Customer Service Officer – South Island Line (Ref: 250004) Customer Service Officer (High Speed Rail) (Ref: 250005) Officer, Customer Services (Phone Banking - General Banking)

Shenzhen, Guangdong, China CN¥5,000.00-CN¥,000.00 2 years ago

Customer Service, Assistant Manager (More than 1 opening)

Wan Chai District, Hong Kong SAR 1 month ago

Shenzhen, Guangdong, China CN ,000.00-CN ,000.00 2 years ago

Kwun Tong District, Hong Kong SAR 1 year ago

Customer Service Supervisor / Officer (Serviced Apartment)

Central & Western District, Hong Kong SAR 3 weeks ago

(HK) Customer Service Assistant (Part-Time) ASSISTANT CUSTOMER SERVICES OFFICER (Ref. RC-ACSO) Customer Service Representative (Part-time) (Sunday Working)

Kowloon City District, Hong Kong SAR 4 months ago

Customer Service Officer (Premier Centre) - Wealth and Personal Banking

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.

#J-18808-Ljbffr