• 1.oversee the complaint handling function and processes, such as monitoring the daily communications with insurers and complainants in carrying out case investigation, reviewing their investigation reports and reviewing replies to complainants and insurers;
• 2.supervise the enquiry service by reviewing the enquiry log records, enquiry team members’ draft replies and conducting briefing and review sessions to upkeep the quality of replies;
• 3.liaise and coordinate with regulators and insurers on complaints referral;
• 4.maintain the Complaint Central Register with the Insurance Authority and compile statistics/reports on enquiries and complaints; and
• 5.perform any other duties assigned by supervisors.

Background VHIS is a policy initiative implemented by the Health Bureau (HHB) in respect of individual indemnity hospital insurance products. The scheme is based on voluntary participation by insurers and consumers. Under the scheme, the participating insurers will offer individual hospital insurance plans that are certified by HHB to be compliant with the scheme requirements for consumers to purchase the plans. VHIS Office is an office set up under the HHB to implement the VHIS. Its duties include registration of the participating insurers, vetting of individual indemnity hospital insurance plans for certification of compliance status, enforcement of scheme regulations, undertaking of publicity and consumer education programs, monitoring of scheme performance, information dissemination and compilation of statistics, as well as handling of enquiries and complaints, etc.

Candidates should possess –

• 1.a bachelor’s degree from a Hong Kong university, or equivalent;
• 2.language proficiency requirements of Level 3 or above in Chinese Language and English Language in the Hong Kong Certificate of Education Examination (HKCEE) or the Hong Kong Diploma of Secondary Education Examination (HKDSEE), or equivalent (Note 1) ; and
• 3.at least an aggregate of ten years’ full-time and post-qualification managerial experience in one of the following fields:
  • (i)insurance operations (Note 2) ; or
  • (ii)complaints and enquiries (Note 3) .

  Preferred qualifications and attributes

• 1.good command of English and Chinese with fluency in Putonghua an advantage;
• 2.strong leadership with good analytical and inter-personal skills, and ability to work in a fast-paced environment;
• 3.ability to think strategically balanced with practical day-to-day execution; and
• 4.have not less than four years hands-on experience in supervising staff and handling insurance-related complaints and enquiries.