We are seeking an experienced leader to manage Customer Service sub-teams, ensuring exceptional service delivery, operational efficiency, and achievement of retention and service-to-sales targets.
The role requires strong leadership, strategic planning, and a commitment to service excellence.
Key Responsibilities: Organisational Management - Develop long-term strategies to achieve service excellence and establish effective service standards.
- Lead, train, and mentor a professional service team to deliver consistent and responsive customer support.
- Oversee customer service operations and administrative processes for assigned portfolios.
- Review and approve client communications, including letters, reports, statements, and presentation materials.
- Conduct client-facing activities such as visits, presentations, and briefings.
Client Retention & Service-to-Sales - Monitor retention and service-to-sales initiatives, including cross-selling and promotional programs.
- Ensure achievement of retention and service-to-sales targets.
- Maintain strong client relationships and implement proactive measures to safeguard portfolios.
Process & Risk Management - Monitor systems, databases, and reports ensuring accuracy and compliance with regulatory timelines.
- Develop and implement control procedures to mitigate risks and provide technical guidance to team members.
- Identify and resolve operational issues promptly through corrective and preventive measures.
- Act as a change agent to drive improvements in policies and workflows.
Requirements - University degree or equivalent with at least 10 years of experience in operations or customer service, including 5 years in a managerial role.
- Strong knowledge of retirement schemes (e.g., MPF/ORSO).
- Self-motivated, customer-oriented, and results-driven.
- Excellent problem-solving, decision-making, and organisational skills.
- Proven leadership and staff development capabilities.
- Strong communication, interpersonal, and presentation skills.
- Proficient in both written and spoken Chinese and English.
- Good PC literacy and time/project management skills.
- Preferably licenced under IIQE (papers 1, 2, 3 & 4).
- Ensure compliance with licencing requirements for regulated activities.
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV.
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion on your career.