Job Description

• To oversee and manage the Customer Service team, including call centre, service counter and customer relations, through establishing service standards and monitoring of key performance indicators
• To identify key areas for improvement, drive and implement changes for Customer Service team to drive service excellence initiatives
• To develop, implement and enhance customer service related procedures, policies and guidelines to ensure quality and efficient service deliverables
• To proactively study relevant industry trends, regulatory changes and make enhancement and recommendations when necessary
• To provide coaching, guidance and training to the customer service team to enhance technical knowledge
• To perform ad hoc project as assigned from time to time

• Degree holder in Business Management, Communications or related disciplines, with professional insurance qualification (e.g. FLMI, ACS or IIQE) is an advantage
• A minimum of 8 years’ relevant experience in life insurance industry including 4 years at management level, solid working experience in customer service and life insurance operations is preferable
• Familiar with policies, guidelines and regulatory requirements for life insurance
• Good command of both written and spoken English and Chinese, including Putonghua
• Excellent customer-service mindset with effective interpersonal and communication skill
• Strong management skill with excellent understanding of service improvement in quality assurance, control and risk management
• Strong sense of responsibility, detail-oriented, self-motivated, able to work under pressure and provide deliverables in a timely manner
• Strong analytical, communication, problem solving and presentation skills