The customer is the focus of everything we do, and millions of end users rely on our products daily. We believe in the value of empowering Manager/ Assistant Manager, Customer Resolution Unit with the resources to solve critical problems for the future of our business, which is why we need you. **Position Responsibilities:** + Manage and resolve customer complaints efficiently and professionally, ensure timely follow-up and resolution. + Provide operational support to customer, field force & other business areas via email, telephone and even face-to-face during complaint handling. + Maintain clear and empathetic communication with customers throughout the complaint resolution process. + Ensure compliance with company policies and regulatory requirements in all complaint management processes. + Analyze complaint data to identify trends, root causes, and areas for improvement. + Collaborate with cross-functional teams to develop and implement service improvement initiatives based on customer feedback. + Involve service enhancements or projects from initiation to completion, ensuring alignment with organizational goals. + Prepare reports on complaint trends, resolutions, and service performance metrics for management review. + Provide training and support to customer service representatives on complaint handling service best practices. + Handle ad hoc tasks and projects. **Required Qualifications:** + University graduate in Business, Finance, Compliance, Risk management or related disciplines. + Above 5 years’ solid experience in customer services or complaint management, preferably in financial institutions / insurance industry. + Qualified license of IIQE Paper 1, 3 and 5 + Strong analytical mindset and problem-solving skills, attention to detail. + Customer-focused with a proactive attitude, demonstrate passion for providing client centric solutions. + Strong sense of ownership and able to work independently in a fast-paced environment. + Confident in handling complaints and capable of dealing with senior management independently + Excellent presentation, facilitation skills and strong interpersonal skills. + Excellent written and verbal communications skills, proof reading skills, and documentation skills. + Consistent demonstrated use of good judgment and professionalism when dealing with sensitive, confidential matters. + Ability to create and maintain strong working relationships with all levels of employees. + A committed team player and manager, capable of working under pressure and determined to meet the Service Level Agreement (SLA) + The individual must be very proficient in Excel, Microsoft Word, PowerPoint and Access Databases. **_When you join our team:_** + We’ll empower you to learn and grow the career you want. + We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words. + As part of our global team, we’ll support you in shaping the future you want to see. **Acerca de Manulife y John Hancock** Manulife Financial Corporation es un importante proveedor internacional de servicios financieros que ayuda a las personas a tomar decisiones de una manera más fácil y a vivir mejor. Para obtener más información acerca de nosotros, visite http://www.manulife.com . **Manulife es un empleador que ofrece igualdad de oportunidades** En Manulife/John Hancock, valoramos nuestra diversidad. Nos esforzamos por atraer, formar y retener una fuerza laboral tan diversa como los clientes a los que prestamos servicios, y para fomentar un entorno laboral inclusivo en el que se aprovechen las fortalezas de las culturas y las personas. Estamos comprometidos con la equidad en las contrataciones, la retención de talento, el ascenso y la remuneración, y administramos todas nuestras prácticas y programas sin discriminación por motivos de raza, ascendencia, lugar de origen, color, origen étnico, ciudadanía, religión o creencias religiosas, credo, sexo (incluyendo el embarazo y las afecciones relacionadas con este), orientación sexual, características genéticas, condición de veterano, identidad de género, expresión de género, edad, estado civil, estatus familiar, discapacidad, o cualquier otro aspecto protegido por la ley vigente. Nuestra prioridad es eliminar las barreras para garantizar la igualdad de acceso al empleo. Un representante de Recursos Humanos trabajará con los solicitantes que requieran una adaptación razonable durante el proceso de solicitud. Toda la información que se haya compartido durante el proceso de solicitud de adaptación se almacenará y utilizará de manera congruente con las leyes y las políticas de Manulife/John Hancock correspondientes. Para solicitar una adaptación razonable en el proceso de solicitud, envíenos un mensaje a recruitment@manulife.com . **Modalidades de Trabajo** Híbrido