Manager, Complaint Handling

FWD Life Insurance Group

Ho Chi Minh City, Vietnam
Not specified
3-4 years life insurance complaint experience
98% sla compliance with internal regulations
Cross-functional stakeholder management skills
FWD Life Insurance Group is seeking a Complaint Handling Manager in Ho Chi Minh City, Vietnam, to oversee customer complaint resolution and enhance customer trust through insights-driven improvements. The ideal candidate should have 3-4 years of experience in the life insurance industry, strong analytical and communication skills, and a customer-centric mindset

Job Summary

  • The role is responsible for managing all complaint-related activities to ensure prompt, fair, and compliant resolution across all channels.
  • The manager must coordinate with relevant departments to meet at least 98% compliance with internal SLAs and regulatory requirements.
  • This position aims to elevate customer trust by analyzing recurring issues and presenting monthly insights for continuous service improvement.

Matching Summary

Match Score: 85

FWD Life Insurance Group is seeking a Complaint Handling Manager in Ho Chi Minh City, Vietnam, to oversee customer complaint resolution and enhance customer trust through insights-driven improvements. The ideal candidate should have 3-4 years of experience in the life insurance industry, strong analytical and communication skills, and a customer-centric mindset.

Skills & Requirements

Must-have

  • 3-4 years life insurance complaint experience
  • 98% SLA compliance with internal regulations
  • Cross-functional stakeholder management skills

Nice-to-have

  • Empathy-driven customer communication style
  • Social science or business law background
  • Ability to turn complaints into insights

Key Requirements

  • University graduate degree preferred
  • Minimum 3-4 years industry experience
  • Strong analytical and problem-solving ability

Work Rights

Not specified

Tailored Resume

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