Manager Customer Service

8 months ago

Hong Kong, Hong Kong SAR China HSBC Full time

Some careers have more impact than others.

If you’re looking for a career where you can make a real impression, join HSBC and discover how valued you’ll be. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.

HSBC Life is a world-class institution where you can specialize in Insurance but enjoy the advantages that come with being part of a leading global international bank. Insurance is about people, and the promises they make. At HSBC Life we help deliver on these promises by providing a wide variety of life insurance products and services to our clients throughout the Asia-Pacific region. 

Our employees enjoy a dynamic and innovative workplace and a world of opportunities to develop their careers in a high-profile growing business segment. We empower our team of high-performing individuals to build skills and explore new experiences to realize the full potential of being part of HSBC. 

Together we pursue efficient ways of working. We harness the latest data and technology solutions to achieve meaningful outcomes for our clients. The protection we offer creates broad and lasting impact, helping clients to be healthier, more productive and more confident in their futures.

We are currently seeking a high calibre professional to join our team as a Manager Customer Service .

Principal Responsibilities

Responsible for the management and monitoring the Customer Service team for INHK business (Call Center, Chat services, Correspondence and Customer Service Escalation team) to meet the required service standard, ensure achieve team Service Level Agreement (SLA) and quality Responsible for the management and control the Customer Service team to support HSIC customer correspondence and escalation service Maintain effective communication with external and internal customers. Deliver fair outcomes for customers and support the orderly and transparent operation of financial markets To ensure timely update relevant procedure manual for any change or new service implementation Support new projects in accordance with requirements set To maintain sufficient and effective processes and controls identifying and mitigating risks and ensure timely escalation and resolution of all control issues and reputation risks Initiate system enhancement for business growth and enhancing service efficiency To review and maintain effective monitoring and control, ensure activities are comply with regulatory requirement Requirements Working experience in life or medical insurance Knowledge on insurance and back office operations Proven and progressive experience preferably incorporting business operations management principles (including service quality, business control and continuous improvement activities etc.) Excellent understanding of quality assurance, control, metrics and continuous improvement Strong analytical skills to understand to translate, simplify and proritize the requirement as well as root cause analysis for remedial actions / preventive measures Strong communication and interpersonal skills required, including the ability to form effective relationships and achieve influence at the most senior level in the organisation Understand and interpret complex business and Hong Kong Insurance requirements (including regulatory requirements) Ability to work within an environment of different cultures

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