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Job Title :
Director, Customer Resolution Unit
Job ID :
Category :
Business Operations
Location :
HKHO-Manulife Financial Centre, HongKong HK
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, within a flexible and supportive environment, we can help our customers achieve their dreams and aspirations.

Role Summary:

We are looking to hire a Director for our newly created Customer Resolution Unit, applicants should be experienced in all aspects of complaint resolution with a customer-centric approach. Fluency in spoken and written Cantonese and English is required. 

Accountability Statement:
  • To lead the Customer Resolution Unit to oversee/conduct business/functional investigation of complaints relating to products of Manulife 
  • Resolve customer issues to ensure the delivery of unsurpassed customer experience
  • Work with regulators, respective authorities and internal parties in resolution of complaint cases and act in accordance with internal and regulatory procedures/guidelines
  • Conduct regular complaints review meetings with internal stakeholders management team to review trends and drive for improvement actions 
  • To lead on service improvements or NPS projects as assigned 
Result Areas:
  • Handle/support all relevant initiatives/projects, including those related to NPS to improve customer experience to align with Company‚Äôs goal to deliver unsurpassed customer service
  • Ensure leadership goals of succession planning, compliance, staff development is fulfilled.
  • Achieve staff engagement score of 64% 

  • Patient, agile, proactive, independent and customer-centric
  • Tactful customer service management and sound problem solving abilities
  • Good leadership, interpersonal and prioritization skills
  • Professional presentation manner
  • Excellent verbal and written communication skills in English and Chinese (Cantonese and Mandarin)
  • Excellent customer and result orientation with high standard in service quality
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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