Job ref no.: 68001133-R-0001619
FWD Life Insurance Company (Bermuda) Limited

Senior Manager, Customer Engagement (Inbound and Outbound Operations)

FWD Life Insurance Company (Bermuda) Limited

  • 5-day week
  • Competitive pay
  • Discretionary bonus

FWD spans Hong Kong & Macau, Thailand, Indonesia, the Philippines, Singapore and Vietnam, offering life insurance across its markets. In Hong Kong, FWD also provides general insurance, employee benefits, pension and financial planning services. FWD’s strategic focus is to leverage technology to create fresh customer experience, deliver easy-to-understand products, and achieve its vision to become the leading pan-Asian life insurer that changes the way people feel about insurance.

FWD is the insurance business arm of investment group, Pacific Century Group. The life insurance and general insurance operating entities of FWD Hong Kong have been assigned strong financial strength ratings by international rating agencies. While FWD Life Insurance Company (Bermuda) Limited has been affirmed ‘A3’ by Moody's and ‘A’ by Fitch, FWD General Insurance Company Limited has also received ‘A’ rating from Fitch, all with a stable outlook.

In Hong Kong & Macau, FWD has been providing quality services to around 487,000 customers with over 600+ staff.

If you are looking for a company where can fuel your inspiration and cultivate your expertise, join us on our exciting journey.

Job Summary

This role is responsible for managing the customer hotline team.

The Person

  • Lead the CS inbound and outbound operations and ensure its (including hotlines and post sales calls) efficiency and effectiveness

  • Manage the team to deliver quality service to meet and improve customers’ satisfaction

  • Ensure the accuracy and compliance of all requests to be completed within the preset time limits and in quality standards for individual and whole team

  • Ensure operation procedures are in compliance with the company and regulatory requirements

  • Maximize operation efficiency and productivity, including resources planning and job allocation

  • Monitor and evaluate individual performance, and perform on-going coaching and training to team members for continuous improvement on skills, knowledge, service quality and productivity

  • Prepare management reports and handle any ad-hoc operational projects from cost and benefit analysis, planning, execution, monitoring, testing, implementation to post-implementation evaluation

The Person

  • Degree holder in business related discipline

  • At least 10 years of relevant working experience in insurance industry (Life & GI) with 5 of those years in a management / supervisory role

  • Experience in leading / managing call center operations (in-bound and outbound)

  • Strong leadership skills, excellent communication, interpersonal, negotiation and presentation skills

  • Customer service orientated, responsible and attentive to details

  • Strong analytical and problem solving skill with capability of making decision in an efficient and effective manner

  • Good command of both written and spoken English and Chinese (including Putonghua)

  • Good PC skills including Word, Excel & PowerPoint

We offer 5-day work, 20-22 days annual leaves, excellent learning & development opportunities and an attractive package to the right candidate.

Information collected will be treated in strict confidence and used solely for recruitment purpose. The company will retain all applications no longer than 24 months of which will be destroyed thereafter. When there are vacancies in any of our subsidiaries, holding companies, associated or affiliated companies of, or companies controlled by, or under common control with the Company during that period, we may transfer your application to them for consideration of employment. We are an equal opportunity employer. We do not discriminate on the basis of race, sex, disability or family status in employment process.

More job information
Job ref no. 68001133-R-0001619 (CT3115925-01#0061)
Job Function
  • Kwai Fong
Employment Term
  • Permanent
  • Full-time
  • 10 years - 15 years
Career Level
  • Middle management level
  • Degree