Job ref no.: CT3119077-01#0011
FTLife Insurance Company Limited

Senior Manager, Customer Services (Customer Care Centre)

FTLife Insurance Company Limited

  • 5-day week
  • Insurance plan
  • Medical plan


  • Manage the day-to-day performance of the Contact Centre Operations to deliver a best in class service, by meeting or exceeding all KPIs and service standards.
  • Ensure that all operations procedures are in compliance with the regulatory requirements.
  • Maximize operations efficiency and productivity through the effective resources planning and utilization. Review the activities statistics, identify trend and make resource arrangements proactively.
  • Take ownership of customer issues and follow problems through to resolution.
  • Set a clear mission and deploy strategies focused towards that mission.
  • Act as the Voice of the Customer, championing change and improvements across the customer experience, drive change and influence future change/projects to support and achieve improvements in the customer experience.
  • Recruit, mentor and develop customer service officers and nurture an environment where they can excel through encouragement and empowerment.
  • Control resources and utilize assets to achieve qualitative and quantitative targets


  • Degree Holder
  • At least 10 years of relevant experience in life insurance industry with 5 years in a management /supervisory role
  • Solid experience in leading/managing Contact Centre’s operations
  • Strong customer experience mindset with attention to details
  • Ability to influence and engage team members to achieve business goals and objectives
  • Outstanding written and verbal communication skills in English, Cantonese and Mandarin and be able to communicate with all level of staff
  • Good understanding of management practices and techniques 

We offer attractive fringe benefits, including 5-day work week, group medical & life insurance, and career prospect to the right candidates. Write to us with your resume, expected salary and contact phone numbers to: Human Resources Department, FTLife Insurance Company Limited, 28/F, Wing On Centre, 111 Connaught Road Central, Hong Kong or fax to 2836-5365 or email to [via CTgoodjobs Apply Now ].

Please visit our Website at for Company information.

Only short-listed candidates will be notified. Information provided will be used for the purpose of selection only and unsuccessful applications will be destroyed immediately after the selection process. 

More job information
Job ref no. CT3119077-01#0011
  • N/A
Job Function
Employment Term
  • Permanent
  • Full-time
  • 10 years - 15 years
Career Level
  • Senior management level
  • Degree