Contact Us +852 3106 2877 CV Submission
Manager, Customer Service
Ref: J000265


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

o 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;

o Review referred complaints. Oversee the mitigation of weakness to improve the extent of customer centricity;

o Act as a coach to the team to develop the teamís knowledge and skillset, and groom individualís career.

Vendor Management

o Control the performance of external vendors closely to meet the agreed service levels and KPI;

o Review the service agreement regularly to update the scope of services, terms and pricing;

o Liaise with external vendors to support new or enhanced services;

o 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

o Build and maintain strong relationship with external vendors, clients and internal front-end and back-end teams by providing training or presentation on the companyís customer services;

o 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

o Monitor compiled management report and ad-hoc report for customer service;

o Analyze data to identify problemís root causes, propose resolutions and execute improvement plans.


Degree holder, preferably with insurance-related qualifications, e.g. LOMA, FLMI, ICA;

At least 8 yearsí experience in insuranceís 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

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