Manager II, Client Service Delivery
3 days ago
Manager II, Client Service Delivery at Sun Life 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. Manage the Sales Intermediary hotlines for the Client Service Department and deliver efficient and effective client service activities focused on quality, timeliness and efficiency. Responsibilities Ensure all Client Service activities are managed within agreed service level and turnaround time (TAT) to a high standard of service quality. Conduct effective resource planning to maximize manpower productivity for KPI achievement. Resolve complicated inquiries or complaints efficiently and effectively. Work closely with the floor to identify areas for improvement and implement them to improve team skills, knowledge and process efficiency. Create a culture and environment oriented toward client centricity, trust, open communication and cohesive team effort. Monitor and coach client service staff and team performance; develop and implement training programs for new joiners to reduce staff turnover. Extract, compile and analyse 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 scope, timelines and deliverables. Requirements University graduate in any discipline with IA license in paper 1, 3 & 5 pass. At least 5 years in Client Service, with 2–3 years at supervisory level and good knowledge of 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, including Excel, Word, PowerPoint and Access. Proficient in Chinese word processing. Good spoken and written English and Chinese communication skills. We offer a 5‑day work week, attractive salary, MPF, group life and group medical insurance, and excellent career development opportunities. We are an equal‑opportunity employer and welcome applications from all qualified candidates. Application forms and resumes 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 used for recruitment purpose). Job Information Job Category: Customer Service / Operations Posting End Date: 30/12/2025 Employment type: Full‑time Job function: Business Development and Sales Industries: Financial Services and Insurance #J-18808-Ljbffr
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