Customer Experience Manager, HSBC

HSBC

Location:
Hong Kong, Mongkok

Category:
Insurance

Contract Type:
Employment contract

Salary:

Not provided

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Job Description:

Hang Seng Bank is seeking a Customer Experience Manager for its insurance division. The role involves handling customer inquiries/complaints, engaging with regulators, improving customer journeys, and ensuring compliance with regulatory requirements. Excellent customer service skills and insurance knowledge are valuable.

Job Responsibility:

Manage customer enquiries / complaints and deliver quality insurance services to Hang Seng Life Insurance customers efficiently and effectively
Handle communication with regulators / external parties (IA/HKMA/ICB/FDRC) regarding insurance related enquiries / complaints
Identify customer pain points through customer services / complaints and drive improvement in customer journeys and experiences
Work closely with internal counterparts to ensure all activities are in compliance with the requirement of the Bank and regulatory authorities

Requirements:

University degree
Passes in the Insurance Intermediaries Qualifying Examinations (IIQE) Paper 1, 2 and 3 are an advantage
Minimum 5 years of banking / insurance experience with exposure to customer services / complaint handling / customer experience management
Have knowledge of life insurance products are an advantage
Excellent customer focus, with the capacity to answer customer needs and demonstrate commitment to providing the highest levels of services
Ability to deliver and mobilize change while working with stakeholders across the organization
Proficient command of English and Chinese with good articulation of insights

What we offer:

Dynamic working environment
Good career development opportunities
Competitive compensation packages

Additional Information:

Job Posted:
August 11, 2025

Expiration:
September 15, 2025

Employment Type:

Fulltime

Work Type:

Hybrid work

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Customer Experience Manager

HSBC

Location:Hong Kong, Mongkok

Category:Insurance

Contract Type:Employment contract