Job ref no.: CSM/RS

Manager, Customer Service

Crossings Executive Search


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:
  • 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.
  • 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.
  • 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.
  • 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.

  • 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. CSM/RS (CT3116513-01#9770)
  • N/A
Job Function
Employment Term
  • Permanent
  • Full-time
  • 8 years - 13 years
Career Level
  • Middle management level
  • Degree