Senior Manager, Enquiry Management

<p><strong>Manager/Assistant Manager, Enquiry Management (eMPF)</strong></p> <p><strong> </strong></p> <p><strong>Responsibilities:</strong></p> <p> </p> <p>As the Manager of Enquiry Management, you will be assigned to resolve customer enquiries related to eMPF from various channels.</p> <p> </p> <ul type="disc"> <li>Conduct thorough investigations into customer enquiries received via calls, emails, and other communication channels. Ensure all issues are resolved promptly and satisfactorily.</li> <li>Provide guidance and support to ensure the high performance of team members.</li> <li>Maintain compliance with all service level agreement for customer enquiries across various platforms. Implement and manage processes to ensure timely resolution of all issues.</li> <li>Work closely with the operations and support teams to refine and enhance enquiry-handling procedures. Foster a collaborative environment to ensure smooth and efficient operations.</li> <li>Regularly analyze enquiry trends and prepare reports for management to develop an improvement plan.</li> </ul> <p> </p> <p><strong>Requirements:</strong></p> <p> </p> <ul type="disc"> <li>Bachelor’s degree in Business Administration or a related discipline.</li> <li>Minimum 5 years of experience in customer service management.</li> <li>Experience in the financial industry (e.g. pension/banking/insurance,etc.), especially pension-related operation is highly preferred.</li> <li>Strong understanding of pension products and services, with an ability to address related complaints/enquiries effectively.</li> <li>Excellent communication skills with a good command of English and Chinese is essential.</li> <li>Strong analytical and problem-solving skills, with a capacity to make quick and effective decisions.</li> </ul>