Job ref no.: CT3115413-01#7368

Manager / Senior Manager V Service Management/ Customer Experience

China Life Insurance (Overseas) Company Limited

  • 5-day week
  • Discretionary bonus
  • Education subsidies
  • Insurance plan
  • Medical plan

I) Responsibilities

  • In charge of assigned customer strategic initiatives and projects from end-to-end, including business cases preparation, requirements compilation and other project management activities, liaise and collaborate with external vendors and internal departments for project success
  • Review operations key metrics, operations flows, business rules, procedures, manuals and other tools and lead operations to establish a knowledge base for operations compliance and future knowledge management
  • Regularly benchmark and analyze best practices across market with recommendations to uplift customer experience in end-to-end customer journeys
  • Establish customer loyalty and VIP program for service excellence and uplift business values
  • Provide support to ad-hoc projects for operations and senior management

II) Requirements

  • Degree holder (Business Administration, Marketing, Operation/Quality Management or related disciplines preferred) with at least 10 years’ relevant experience in Life insurance operations and marketing/ customer strategy/ customer experience/ quality assurance
  • Excellent analytical and problem solving abilities with organized and logical thinking, research experience will have advantage
  • Highly organized self-starter, with the ability to lead multiple projects to meet tight deadlines and capable to work in a fast paced environment and work under pressure
  • In-depth knowledge in insurance operation and strong ability to communicate and influence at all levels with leadership experience
  • Good command of spoken and written English and Chinese  (including basic Putonghua)
  • Qualification in Lean Six Sigma Green Belt or FLMI or PMP preferred

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More job information
Job ref no. CT3115413-01#7368
  • N/A
Job Function
  • Wanchai
Employment Term
  • Full-time
  • 10 years - 15 years
Career Level
  • Senior management level
  • Degree