Assistant Manager, Broker Services

3 weeks ago


Hong Kong, Hong Kong SAR China Cigna Full time

Job Responsibilities

  • Provides strong, dynamic leadership that mentors, develops and guides team members to efficiently leverage the value of every enquiry for turning brokers become advocates of Cigna Healthcare Hong Kong;
  • Establish policies and procedures, to promote good governance while maintaining good broker relation;
  • Ensure an effective and efficient pipeline management processes established to the team and to ensure all new business cases are followed & implemented accurately and in a professional manner;
  • Drive continuous improvement on brokers experience;
  • Support Broker Contact Strategy for assigned book of business to develop and maintain relationships with brokers and clients;
  • Handle brokers’ escalated enquiries & complaints, and solving problems using independent judgment and ensuring satisfaction. Identify improvements to prevent issues from re-occurring;
  • Provide regular training to staff to meet performance expectations.  Ensure effective staffing and resource utilization to meet the needs of BAU & Projects;
  • Be a backup to address brokers’ enquiries on global medical plans
  • Maintain knowledge of all systems, products, programs, services, benefits and utilize this knowledge in effective resolution of broker and customer issues regarding the quote and buy process;
  • Own broker portal utilization and action on broker feedback for driving better broker journey
  • Manage ad-hoc projects and duties;
  • Be a liaison among the team and internal departments and to the brokers;
  • Prepare monthly management report and ad-hoc report for management.

 

Experience/ Knowledge, Education and Other Requirements

  • University education with minimum 5 years’ working experience in broker support functions
  • 4 years in supervision experience
  • IIQE Paper 1,2,3 required
  • Solid experience to work with Sales/Brokerage
  • Health insurance background preferred
  • Self-motivated and able to manage priorities in meeting tight deadlines
  • Detailed oriented, organized and able to work independently
  • Excellent communication skills in both written and spoken English and Chinese
  • Solid knowledge of Microsoft applications including Word, Excel, PowerPoint and Outlook
  • Strong communication and organizational skills to effectively communicate and interact with all levels and functions within the organization.
  • Ability to manage multiple and divergent priorities and deadlines, work independently and proactively, negotiate and manage expectations for mutually acceptable solutions and creatively problem-solve effective customer solutions


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