Sr. Manager, Customer Service

FIND YOUR 'BETTER' AT AIA

We don’t simply believe in being ‘The Best’. We believe in better - because there’s no limit to how far ‘better’ can take us.

We believe in empowering every one of our people to find their 'better' - in the work they do, the career they build, the life they live and the difference they make. So that together we can support even more people - including our own - to live Healthier, Longer, Better Lives.

If you believe in better, we’d love to hear from you.

About the Role

根据监管、集团、公司及消保要求落地投诉相关工作，推进投诉的前置管理，实现投诉管理方式的变革和价值应用

岗位职责：

• 负责建立投诉处理目标和服务质量标准，改善机构工作标准和模式，确保投诉处理工作标准化、流程化；
• 负责公司重大及高危投诉案件追踪，对机构投诉工作进行督导，并提炼问题形成报告，提升公司整体投诉处理综合能力；
• 负责投诉成果的转换，促进在风险防控、客户体验、产品服务设计、政策及流程制定等领域的运用；
• 研究智能技术在投诉场景中的运用，探索投诉新管理模式； 主管交待的其他工作。

岗位要求：

• 大学本科及以上学历，十年以上客诉管理经验，金融保险、法律经验者优先；
• 具有较强的风险识别洞察力，逻辑清晰，善于分析; 较强沟通能力及责任心;；
• 熟练使用Office工具，擅长撰写PPT类汇报材料。

Build a career with us as we help our customers and the community live Healthier, Longer, Better Lives.

You must provide all requested information, including Personal Data, to be considered for this career opportunity. Failure to provide such information may influence the processing and outcome of your application. You are responsible for ensuring that the information you submit is accurate and up-to-date.