Manager II, Client Service Delivery

3 days ago

Kowloon, Hong Kong SAR China Sun Life Hong Kong Ltd Full time

You are as unique as your background, experience and point of view. Here, you’ll be encouraged, empowered and challenged to be your best self. You'll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day, you'll have new and exciting opportunities to make life brighter for our Clients - who are at the heart of everything we do. Discover how you can make a difference in the lives of individuals, families and communities around the world. Job Description Manage the Sales Intermediary hotlines for Client Service Department and deliver efficient and effective client service activities with key drivers focused on quality, timeless and efficiency. Responsibilities Ensure all Client Service activities are managed within agreed service level and turn-around-time (TAT) and to a high standard of service quality. Conduct effective resource planning to maximize the productivity of manpower for KPI achievement. Resolve complicated inquiry or complaint efficiently and effectively. Work closely and continuously with the floor to identify areas for improvement and implement them with the objectives to improve the skills and knowledge of team members and process efficiency and effectiveness in order to best support the client experience. Create a culture and environment oriented to client centric, trust, open communication and cohesive team effort. Monitor and coach the client service staff and team performance. Develop and implement training programs to new joiner and make them easily adopting to new working environment for preventing staff loss. Extract, compile, and analysis call data to identify trends, gaps, and improvement opportunities. Generate regular performance reports and dashboards for senior management. Lead and support cross-functional projects aimed at improving client experience and sales enablement. Coordinate with internal stakeholders to define project scope, timelines and deliverables. Requirements University graduated in any discipline with IA license in paper 1, 3 & 5 pass. At least 5 years in Client Service of which 2 – 3 years are at supervisory level with good knowledge in insurance and financial services industry. Competent knowledge in customer service functions. In-depth knowledge of insurance principles and terminology. Basic knowledge of underwriting and claims handling.Competent PC knowledge, includes Excel, Word, PowerPoint and Access. Proficient in Chinese Word Processing. Good spoken and written English and Chinese communication skills. Benefits We offer 5-day work, attractive salary, MPF, group life and group medical insurance; and excellent career development opportunities to the right candidate. We are an equal opportunity employer and welcome applications from all qualified candidates. Application forms and resume will be kept for a period of 24 months after completion of the recruitment process. (All information will be held in strict confidence and only be used for recruitment purpose). #J-18808-Ljbffr

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