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.

Qualifications

• 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.

For all applications, please kindly send your CV quoting reference CSM/RS