The incumbent role will work directly with Head of Quality Enhancement and Service Management to manage the resolutions of a wide range of regulatory / customer complaints, market conduct and service coordination issues of all business lines of Cigna HK including Local Individual Health (LIH) & Group Health Business (GHB). The incumbent will work closely with all key stakeholders and section heads across Cigna HK to manage the resolution of issues and corrective actions whilst also liaising with internally enterprise risk management, legal and compliance and external insurance authorities (including but not limited to IA, ICB, HHB, Consumer Council, PCPD, Small Claims Tribunal and Legislative Council).
Job Responsibilities:
Assist Head of Quality Enhancement & Service Management to implement complaint management framework and to manage the complaint governance strategy and policy / procedure / guidelines to meet client satisfaction, internal and external requirements;
Effectively manage regulatory / customer complaints received via various channels;
Conduct detailed and thorough investigation into complaints with internal and external parties independently and strictly in accordance with guidelines;
Propose resolutions to complaints and ensure they are in line with the overall business strategic goals;
Prepare investigation report, analyze customer feedback and conduct root cause analysis, assist in improving service delivery and liaise with respective business / operations teams on the development and implementation of effective remedial actions and long-term solutions;
Act as the contact point between the Company and Regulators on Complaint Management, ensure appropriate actions are taken in accordance to the related guidelines / policies set forth by the Company and regulators;
Provide regular reports with detailed analysis on handling, and lessons learnt and influence the future actions of service areas to improve performance, overall client satisfaction with the complaint process with first time resolution.
Provide coaching / training to junior staff.
Job Requirements:
University degree in a related discipline or relevant experience;
Minimum of 6 years' work experience in complaint handling or Customer Service Management in insurance or financial industry of which at least 3 years in supervisory role;
Sound knowledge of Insurance Products;
Strong self-motivation with good communication, negotiation and interpersonal skills;
Strong driver role and ownership to deliver result within tight timeline;
Excellent written and verbal communication skills in English and Chinese;
High level of customer centricity mindset with dedication to deliver exceptional quality services for customers;
Proficient in PC skill especially Excel and Chinese Word Processing.
About The Cigna Group
Cigna Healthcare, a division of The Cigna Group, is an advocate for better health through every stage of life. We guide our customers through the health care system, empowering them with the information and insight they need to make the best choices for improving their health and vitality. Join us in driving growth and improving lives.
