Assistant Manager, Complaint Resolution

About the role

The Assistant Manager, Complaint Resolution will lead the handling of complex customer complaints for Zurich Insurance in Hong Kong. You will work closely with customers, distributors and regulators to deliver fair, professional resolutions while supporting continuous service improvement.

Key responsibilities

• Manage and resolve complex complaints from customers, distributors and regulatory bodies.
• Conduct thorough investigations, identify root causes and recommend sustainable solutions.
• Collaborate with stakeholders to deliver customer‑centric resolutions within service standards.
• Prepare professional written responses and correspondence.
• Analyse complaint trends, identify service gaps and propose improvement initiatives.
• Prepare management reports and support complaint governance meetings.

Required profile

• Bachelor's degree with at least 7 years of experience in customer service or complaint management within insurance or financial services.
• Strong knowledge of insurance products, operations and regulatory expectations.
• Excellent interpersonal, communication, stakeholder management and negotiation skills.
• Analytical mindset with ability to manage complex cases objectively.
• Fluent in written and spoken English and Chinese (Cantonese and Mandarin).

Required skills

• Proficiency in Microsoft Office applications.
• Ability to use Chinese word‑processing tools.