Manager/Senior Manager, Customer Service

4 days ago

Hong Kong Island, Hong Kong SAR China Hong Kong Job Consulting Full time

Manager/Senior Manager, Customer Service (Insurance Company) A fast-moving local Insurance Company is looking for a Manager/Senior Manager – Customer Service. Responsibilities Identify and establish metrics, benchmarks and key performance indicators (KPIs) in collaboration with the business leaders and other key stakeholders to ensure customer and post-sales services improvement and efficiency. Take ownership of customer issues and follow problems through to resolution. Collaborate with other business operations to develop and assist with the system design and rollout of products and relevant functions. Support and accelerate post-sales quality initiative that measures performance from an external customer / intermediary’s perspective, including all upstream elements that contribute to policy administration and customer service quality and assist to build customer service as an institutional strength. Execute on key operational outcomes to ensure customer, intermediaries and regulatory expectations are met / exceeded in an innovative and effective fashion. Keep abreast of changing customer expectation by conducting customer survey, focus group or/and feedback session with internal customer group periodically and initiate service enhancement plan to deliver the customer expectation as identified from customer feedback activities. Drive continuous improvement to demonstrate improved performance, reduced rework in customer and post-sales service areas and increased customer / intermediaries satisfaction. Build robust processes and deploy technology to enable a scalable and efficient post-sales operational model. Constantly review and refine business processes to align with the business strategy and priorities to enhance customer experience at each touch-points as well as to improve the end-to-end customer and post-sales process from the perspectives of efficiency and effectiveness. Ensure all post-sales calls, customer feedback and complaints are handled properly in accordance with the respective procedures within the required service standard. Support cross-selling opportunities and /or up-selling business initiatives as and when required. Requirements Knowledge of life insurance products and solid understanding of insurance operations. Seasoned, respected leader with a minimum of 8 years of experience in Customer Services and Operations. Self-driven, able to make sound and high impact decision under high pressure environment. Customer focused and result oriented with strong interpersonal skills. Commit to building a high performing team, drive result and always look for improvements. Excellent time management and people management skill. Demonstrate quality leadership and ability to inspire and motivate subordinates. Good command of both spoken and written English and Chinese. Proficiency in MS applications. ***Personal data collected will be used for recruitment purposes only*** Your application will include the following questions: How many years' experience do you have as an Insurance Customer Service Manager? Which of the following statements best describes your right to work in Hong Kong? How many years' experience do you have in the insurance industry? What's your expected monthly basic salary? Which of the following languages are you fluent in? #J-18808-Ljbffr

  • Manager / Senior Manager / AVP – Chargeback

    2 days ago

    Hong Kong Island, Hong Kong SAR China Manager Senior Manager AVP – Chargeback Full time

    Responsibilities Manage the team to process dispute transactions within the time frame required by VISA, MasterCard and UPI chargeback compliance guidelines Ensure daily operations of Chargeback Team are in compliance with all internal policy and guidelines Liaise with local and overseas credit card member banks for charge back and pre-arbitration operations...

  • Chargeback Operations Leader

    2 days ago

    Hong Kong Island, Hong Kong SAR China Manager Senior Manager AVP – Chargeback Full time

    A leading financial institution in Hong Kong seeks a Manager / Senior Manager / AVP for Chargeback operations. The successful candidate will lead a team to ensure compliance with VISA and MasterCard guidelines, manage dispute transactions, and liaise with local and overseas banks. Minimum 7 years of experience in Chargeback and Credit Card Operations, and...

  • Manager, Operational and Technology Risk

    2 weeks ago

    Hong Kong Island, Hong Kong SAR China Manager, Operational and Technology Risk Full time

    Manager, Operational and Technology Risk Why Mox Everything at Mox – from our products, features, to rewards – is designed based on customer research, tailor made for your needs. We care about what customers care about, especially in data security and privacy. Data ethics is core to everyone here at Mox. Who are we looking for? The Mox Operational,...

  • Customer Services Manager

    2 days ago

    Hong Kong Island, Hong Kong SAR China uSmart Securities Limited Full time

    Senior HR Manager I Fintech I Internet Brokerage I Asset Management I Start-up Job Responsibilities: Supervise the customer services team (in HK, SG and Malaysia) for the daily operations and ensure compliance with internal and regulatory guidelines Responsible for handling account opening (both retail and corporate clients), on-boarding customer KYC check,...

  • Operational, Technology

    2 weeks ago

    Hong Kong Island, Hong Kong SAR China Manager, Operational and Technology Risk Full time

    A leading digital bank in Hong Kong is on the lookout for a Manager of Operational and Technology Risk. This role demands expertise in risk management, particularly operational and technology risks. The candidate will develop frameworks and collaborate with various stakeholders to ensure compliance with regulatory standards, oversee the risk-taking...

  • Assistant Customer Service Manager

    6 days ago

    Hong Kong Island, Hong Kong SAR China Cettire Full time

    Direct message the job poster from Cettire We have an exciting opportunity for an Assistant Customer Service Manager to join our growing team. Working on a permanent full-time basis, your duties will include but are not limited to: Overseeing customer service enquiries from various channels Hiring, training and managing new employees Managing escalated...

  • Customer Service Manager

    2 days ago

    Hong Kong Island, Hong Kong SAR China TF International Securities Full time

    Direct message the job poster from TF International Securities Responsibilities Complete various activities of client management such as KYC, onboarding, annual review and maintenance Face clients and handle requests efficiently such as deposit, withdrawal and transfer Proactively work with sales and operations to ensure clients’ satisfaction Communicate...

  • Product Manager(Customer Service)

    6 days ago

    Hong Kong Island, Hong Kong SAR China RedotPay Full time

    RedotPay is in a stage of rapid global expansion. We aim to provide millions of users worldwide with a 24/7, multilingual, secure, and compliant intelligent customer service experience. Our mission is to reduce service costs, improve satisfaction and brand reputation, and help our products stay ahead in a highly competitive market. Responsibilities Lead the...

  • Senior HR Manager

    4 days ago

    Hong Kong Island, Hong Kong SAR China Bravo Personnel Consultancy Limited Full time

    Human Resources Manager ($60K) and Customer Service Officer ($25K) BRAVO is one of the Hong Kong’s leading recruitment consultancy since 1993. We specialise in servicing all levels of employment on a permanent and temporary basis. Our reputation is gained through our careful, effectiveness and accurate method of pre-selection of candidate to assure the...

  • Senior Customer Services Officer

    12 hours ago

    hong kong, Hong Kong SAR China AsiaWorld-Expo Management Limited Full time

    Join to apply for the Senior Customer Services Officer role at AsiaWorld-Expo Management Limited . Wholly owned by Airport Authority Hong Kong, AsiaWorld-Expo (AWE) is one of the most versatile exhibition and event areas in Hong Kong, offering AWEsome value across an enormous diversity of events. AWE offers huge, column‑free, integrated ground‑access...