Manager/Senior Manager - Customer Services

Key Responsibilities:

• Assist Department Head to supervise the individual teams and lead to the teams to achieve the KPI as well as to drive initiatives to uplift operations efficiency and customer experience
• Monitor and supervise our hotline and counter services teams to provide quality services to our internal and external customers and ensure the smooth operations
• Handle complaints and closely work with internal staff, agents and the Authorities
• Review CS & PS procedures ensuring internal/external guidelines are standardized and updated
• Organize and provide training to internal staff, business partners or agencies
• Drive initiatives and Company strategic projects in order to meet business requirements, including but not limited to Company Campaigns, Digital Initiatives, Operation Efficiency Projects & Compliance or regulatory requirements
• Responsible for business data analysis and making sounds able resolutions, prepare regular management and business reports

Requirements:

• University Degree holders in Insurance, Business Administration, Management or related disciplines
• Holder of FLMI or LOMA ACS or PCS qualification is preferred
• Holder of IIQE (Paper I & III) qualifications
• Minimum 10 years of customer services experience in Life Insurance Industry with at least 5 years in management level
• Healthcare knowledge and general insurance concepts are essential
• Self-motivated, independent, good team player, customer-oriented with excellent customer service and communication skills
• Positive attitude, highly flexible, able to deliver outstanding results under challenging environment
• Proficient in both spoken and written Chinese, English and Putonghua
• Familiar in MS Word, Excel, PowerPoint and Chinese Word Processing