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Assistant Manager, Customer Relations – shape customer experience with data, AI and complaint insight in Hong Kong.
Drive continuous improvement and enhance satisfaction across Prudential’s Insurance portfolio.
Job Description
Prudential’s purpose is to be partners for every life and protectors for every future. Our purpose encourages everything we do by creating a culture in which diversity is celebrated and inclusion assured, for our people, customers, and partners. We provide a platform for our people to do their best work and make an impact to the business, and we support our people’s career ambitions. We pledge to make Prudential a place where you can Connect, Grow, and Succeed.
Join our Customer Relations team and make a meaningful impact on customer experience. As a trusted voice of the customer, you will turn feedback and escalations into insights that influence business decisions, enhance customer outcomes, and drive continuous improvement across the organisation. Working with diverse stakeholders, you will help shape service excellence while leveraging data and AI-enabled tools to deliver smarter, customer‑centric solutions.
Job Responsibilities
- Investigate and resolve customer feedback, complaints and escalated cases received from customers, distribution channels, employees and regulatory bodies, ensuring timely and professional handling in accordance with company standards and service commitments.
- Analyse complaint cases and customer feedback to identify service gaps, process inconsistencies, operational inefficiencies and emerging trends. Work closely with relevant stakeholders to recommend and support customer experience improvement initiatives.
- Collaborate with internal departments to facilitate efficient complaint resolution and drive service recovery solutions that enhance customer satisfaction and trust.
- Participate in User Acceptance Testing (UAT) for system enhancements and provide feedback to ensure system functionality, accuracy and customer‑centric outcomes.
- Assist in preparing regular management reports and complaint analytics to monitor case progress, identify trends and support reporting requirements for Sales Channels, Compliance and other stakeholders.
Job Requirements
- University degree holder
- 5+ years' relevant experience in customer service, complaint management or customer relations
- Insurance or financial services experience preferred
- Excellent written and verbal communications skills in English and Chinese (Cantonese and Mandarin)
- Proficient in Microsoft Office and AI-enabled workplace tools
- Strong analytical thinking, problem‑solving and interpersonal skills
- Self‑motivated, resilient and able to manage multiple priorities
Equal Opportunity Statement
Prudential is an equal opportunity employer. We provide equality of opportunity of benefits for all who apply and who perform work for our organisation irrespective of sex, race, age, ethnic origin, educational, social and cultural background, marital status, pregnancy and maternity, religion or belief, disability or part‑time / fixed‑term work, or any other status protected by applicable law. We encourage the same standards from our recruitment and third‑party suppliers taking into account the context of grade, job and location. We also allow for reasonable adjustments to support people with individual physical or mental health requirements.