Job ref no.: CT3116513-01#2256

Manager, Customer Service

Crossings Executive Search

Description

The incumbent will be responsible for managing the operations of hotlines, walk-in customers and live chat provided by in-house Customer Service team and external service providers. He will also lead a portfolio of customer service projects including digitalization. The successful candidate should be customer-focused and result-driven.

Key Responsibilities:

A) Customer Service Management

  • Lead the overall Customer Service team and resources to perform various customer service processes effectively and efficiently while striking a balance between compliant to internal guideline and customer centricity;
  • Review referred complaints. Oversee the mitigation of weakness to improve the extent of customer centricity;
  • Act as a coach to the team to develop the team’s knowledge and skillset, and groom individual’s career.

C) Vendor Management

  • Control the performance of external vendors closely to meet the agreed service levels and KPI;
  • Review the service agreement regularly to update the scope of services, terms and pricing;
  • Liaise with external vendors to support new or enhanced services;
  • Conduct audit review of customer service processes provided by external vendors to identify improvement areas and ensure adherence to standards and guidelines set by the company and regulations.

C) Stakeholder Management

  • Build and maintain strong relationship with external vendors, clients and internal front-end and back-end teams by providing training or presentation on the company’s customer services;
  • Work closely with internal IT and external IT vendors to manage the end-to-end process of system enhancement including full cycle user requirement gathering and UAT of digitalization projects.

D) Data Analytics

  • Monitor compiled management report and ad-hoc report for customer service;
  • Analyze data to identify problem’s root causes, propose resolutions and execute improvement plans.
Qualifications
  • Degree holder, preferably with insurance-related qualifications, e.g. LOMA, FLMI, ICA;
  • At least 8 years’ experience in insurance’s customer service operation of which at least 5 years in supervisory or managerial role;
  • Strong knowledge in life and medical insurance products, especially delivery services through digital platform
  • Possess strong customer centricity mindset.
  • Solid experience of working in a face-paced environment and managing process change
  • Effectively manage the team and communicate with stakeholders
  • Proven track record of working with IT, vendors and stakeholders on product development, developing user requirements and test cases for system, and conducting UAT;
  • Proficiency in Microsoft Excel with analytical mindset;
  • Frequent user of Microsoft PowerPoint. Confident to present ideas visually and verbally;
  • Excellent interpersonal, communication and influencing skills;
  • Cantonese speaker with good command of both English and Chinese;
  • Holding of IIQE 1, 2, 3 & 5.
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More job information
Job ref no. CT3116513-01#2256
Salary
  • N/A
Job Function
Industry
Employment Term
  • Full-time
Experience
  • 8 years - 13 years
Career Level
  • Middle management level
Education
  • Degree