We are looking for an experienced and dynamic professional to join our Customer Relations team as a Manager – Customer Complaint Handling. This position plays a vital role in ensuring customer satisfaction by managing and resolving complaints promptly and effectively. The Assistant Manager is responsible for handling complaints, analyzing root causes, and implementing corrective actions to improve service quality and prevent recurrence. This role also involves ensuring compliance with company standards and driving continuous improvement initiatives across all customer service operations.

Key Responsibilities:

• Be responsible for handling and resolving customer complaints received through various channels.
• Collaborate with relevant departments to assess complaints and provide appropriate solutions.
• Manage the complaint handling process and service turnaround time to ensure complaints are handled and completed sufficiently, accurately, and promptly in accordance with existing regulations and guidelines.
• Report potential and arising problems that impact assigned tasks or customer complaints to the relevant business owner in a timely manner.
• Prepare complaint handling reports on a weekly, monthly, quarterly, and annual basis.
• Timely identify the root causes of complaints and propose corrective or preventive actions.
• Collaborate with cross-functional teams to improve processes and reduce complaint volumes.

Required Qualifications:

• Bachelor’s degree.
• Fluency in English and Vietnamese.
• At least 5 years of experience in customer service or operations, preferably within the insurance, banking, or finance industry.
• Proficiency in MS Office applications.

Key Competencies:

• Customer-centric mindset.
• Attention to detail and accuracy.

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 https://www.manulife.com/en/about/our-story.html.

Manulife 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 [email protected].

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