Share this Job

Shanghai, 31, CN

Complaint Handling Manager


About Swiss Re Corporate Solutions

Swiss Re is one of the world’s leading providers of reinsurance, insurance and other forms of insurance-based risk transfer. We anticipate and manage risks, from natural catastrophes and climate change to cybercrime.

Swiss Re Corporate Solutions is the commercial insurance arm of the Swiss Re Group. We offer innovative insurance solutions to large and midsized multinational corporations from our approximately 50 locations worldwide. We help clients mitigate their risk exposure, whilst our industry-leading claims service provides them with additional peace of mind.

Swiss Re Corporate Solutions offers a flexible working environment where curious and adaptable people thrive. Are you interested in joining us?


About the Team

Swiss Re Corporate Solutions China is now looking to build business with personal insurance products sold under the brands of existing and new distribution partners. Execution of this strategy is via a B2B2C model across a variety of primary platforms. 

In this role, you will be responsible for assisting Head of Operations setting up customer right protection mechanism in lines of Operations and Services, handling and managing customer complaints, as well as continuously enhancing service level to meet customer expectations. You have a customer-first mindset with dedication to deliver exceptional quality services for customers.

About the Role

•    Establishing and improving customer complaint handling processes, SOPs management system and related index assessment mechanism.
•    Establishing and enhancing customer right protection mechanism through all Operation and Service BAU teams, support Company Customer Right Protection dept to implement related actions and processes. 
•    Working with internal stakeholder depts, branches and external regulators and third parties to handle Personal Lines customer complaints.
•    Working with responsible parties of customer complaints to propose solutions and mitigation plans, as well as process optimization plans to continuously improving customer interaction, enhancing customer experiences and thereby reducing the risks of future complaints.
•    Other tasks assigned by Head Operations.


About You

•    You have strong self-motivation with excellent communication, negotiation and interpersonal skills
•    You pay attention to details and feel compassionate about partners and customers
•    You have curiosity, intellectual capabilities and perseverance to continuously improvement your processes and aim to building efficient complaint handling system
•    You are patient in handling external stakeholders such as regulators, partners etc.
•    You can work under time constraints and pressure, and are excellent at handling conflicts from various stakeholders
•    You are a great team player and love to identify gaps and find solutions together with other cross functional teams
•    You are influencing and can communicate your ideas to all key stakeholders clearly

•    College degree or higher.

•    Proficiency in English writing and reading

Professional experience
•    5 years of relevant experience in customer complaint handling in Insurance industry
•    Experience in consumer rights protection in insurance industry is preferred
•    Familiarity with insurance company end to end operations and customer services
•    In-depth understanding of local P&C market, frequent issues, compliance, and regulatory requirements on complaints

Other skills required
•    MS Office Suite: MS Word, PPT, EXCEL

Reference Code: 100514 


Job Segment: Claims, Law, Manager, Compliance, Insurance, Legal, Management