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Job Title :
Senior Specialist, Customer Relation & Risk Control
Job ID :
Category :
Business Operations
Location :
Dist.7, 65 VN
Job Type :
Full Time
Posted On :
Job Description :


Are you looking for unlimited opportunities to develop and succeed?  With work that challenges and makes a difference and a flexible and supportive environment, we can help our customers achieve their dreams and aspirations.

Main task:

  • The task of Customer Relations Unit (CRU) is to work with relevant departments to handle customer complaints and to ensure the process of customer complaints handling is in sync with the policy and procedural guidelines. CRU is also to monitor the complaint trend and alert to Senior management with recommendations to curb unhealthy trend. In addition, CRU is responsible to follow up continual improvement processes with relevant departments to improve business productivity, customer’s satisfaction focused and compliance.
  • Master and strictly apply into practice the Handling customer complaints Policy and Process and Handling Customer Complaints Guidelines
  • Monitor handling complaint process of the CMCT (Complaint Management Core Team) and relevant departments from receiving time to completed process including collected information, service turn around, reporting, random check etc… to ensure complaints are handled & completed sufficiently, accurately and promptly in according to regulations of the company
  • Make sure the customer  informed of final decision by phone/letter within 3 days from final decision made for closing case with customer
  • Complete complaint monthly report within a week after end of month including pending case, service turn around, complaint categorize, complaint type, complaint trend, scheduling periodic meeting, etc..
  • Ensure the customer complaint reports to be filed sufficiently and periodically scanned to Imaging system
  • Report to direct supervisor potential and arisen problems that impact to assigned tasks
  • Build up a good relationship with departments to coordinate in problem solving in handling customer complaints
  • Accept any arising assignment in department/unit.

Global grade: 5 - Senior Specialist
Reporting to: Manager, Customer Relation & Risk Control
Location: 75 Hoang Van Thai, Tan Phu ward, Dictrict 7, Ho Chi Minh city


  • University degree


  • Professional insurance or financial qualifications, FLMI


  • Strategic thinking – Effective Communication & Negotiation  – Coaching & Mentoring – Conflict Management – Risk Management Mindset and Fast learner -  Independent and has the ability to work under pressure.


  •  Experience in Insurance Industry and Quality Assurance function at least 3 years
  • Experience in supervision position (preferable)


  • Good use in Microsoft Office


  • Internal:
  • Insurance Operations, Information Technology, Property Office management, Legal & Compliance, Internal Audit
  • External: Distribution Managers/Directors, Customers, Competitors, Regulators.
  • Ability to interact and deal with people at all levels

About Manulife 

Manulife Financial Corporation is a leading international financial services group that helps people achieve their dreams and aspirations by putting customers' needs first and providing the right advice and solutions. We operate as John Hancock in the United States and Manulife elsewhere. We provide financial advice, insurance, as well as wealth and asset management solutions for individuals, groups and institutions. At the end of 2016, we had approximately 35,000 employees, 70,000 agents, and thousands of distribution partners, serving more than 22 million customers. At the end of 2016, we had $977 billion (US$728 billion) in assets under management and administration, and in the previous 12 months we made almost $26 billion in payments to our customers. 

Our principal operations are in Asia, Canada and the United States where we have served customers for more than 100 years. With our global headquarters in Toronto, Canada, we trade as 'MFC' on the Toronto, New York, and the Philippine stock exchanges and under '945' in Hong Kong.

Manulife is committed to supporting a culture of diversity and accessibility across the organization.   It is our priority to remove barriers to provide equal access to employment.  A Human Resources representative will consult with applicants contacted to participate at any stage of the recruitment process who request an accommodation. Information received regarding the accommodation needs of applicants will be addressed confidentially.

Business Operations
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