Job Responsibilities:

Supervise and oversee the complaint and investigation cases, including but not limited to designing and preparing compliance report and complaint case/disciplinary statistics to management, providing advice and assist teammates in conducting investigation, interview of complainant and complainee, preparing of investigation report, implementing Disciplinary actions.

Management of Macau branch’s relationship with local Macau regulator, including submission of regulatory filings and statistics, handling of queries from regulators and coordination of regulatory inspection/visits, etc.

Handle various types of internal and external complaints/enquiries, collaborate with Enterprise Risk Management (ERM), Customer Service (CS) as well as other necessary parties to investigate, and execute disciplinary actions against insurance agents in an effective and timely manner.

Uplift agency’s compliance awareness by providing appropriate and updated training to agencies.

Maintain, dispatch and communicate Agency Handbook, Policy of Disciplinary Point System and Standard Operating Procedures in accordance with regulatory and internal requirements to agency.

Collaborate with wider Prudential colleagues, support PHKL/PGHK CCO in proactively providing Macau branch’s views throughout the consultation and implementation process. Monitor new requirements and initiatives and advise on action plan.

Participate in ad-hoc compliance projects and provide deliverables within set timelines.


Job Requirements:

Bachelor’s degree holder or above

Have 3 years’ relevant experience in Insurance, Complaint Investigation, Legal, Compliance or Risk management.

Familiar with regulatory requirements and market practices.

Less experience will be considered as Senior Officer / Officer.

​Resident of Macau SAR is preferred

Strong in MS Excel and PowerPoint skills

Proficiency in spoken and written English and Chinese

Strong interpersonal and communication skills