Customer Contact Centre Manager

6 days ago

Hong Kong, Central and Western District, Hong Kong SAR China Prudential plc Full time

**About Prudential plc**

Prudential plc is a leading international life insurance group with operations in Asia, the US, and the UK. Our purpose is to be partners for every life and protectors for every future.

**Job Summary**

We are seeking a highly experienced Customer Contact Centre Manager to join our team. As a key member of our customer service operations, you will be responsible for managing sub-teams of inbound customer hotline, overseeing day-to-day operations, and driving continual improvements in customer experience.

**Key Responsibilities**

  • Oversee hotline sub-teams' performance (productivity, quality, and TAT) to ensure the team meets KPIs and compliance with company standards, analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
  • Act as a reviewer to review and approve solutions for complex/potential complaint/complaint cases, special requests, and escalated cases handled by team members. Actively communicate or investigate with Policy Administration, Claims, sales channels, and any relevant departments to ensure the solution to the customer is appropriate and the best from the company.
  • Conduct regular service calls reviews, identify inconsistencies, inefficiencies, emerging trends, best practices, etc., and provide immediate feedback to handlers and/or relevant stakeholders; discuss and propose improvement plans to management for promoting long-term operation and service excellence.
  • Support the senior manager to drive strategic business and operations efficiency initiatives, regularly review and update guidelines and SOP of the call centre. Act as a hotline SME, provide input and user requirements to project teams for operation flow/system enhancement. Take on other tasks or projects to support employees, other managers, and call centre operations.
  • Hold one-to-one meetings, coaching, and training to help team members grow in knowledge and soft skills, ultimately improve overall team performance and customer experience.
  • Prepare statistical analysis and management reports to facilitate management to review on business and service improvement initiatives.

**Requirements**

  • University graduate in any discipline
  • 10 years of experience in Customer Service Operations, in which 5 years in supervisory role
  • Strong knowledge and experience of best practices in building and maintaining customer relations and experience
  • Good life insurance operational knowledge and experience, GI experience is a plus
  • IIQE (Paper 1, 2, 3, 5) qualifications preferred
  • Good understanding of behavior and practice of salespeople from different distribution channels
  • Excellent written and presentation skills, comfortable in communicating with individuals across all levels and articulating to senior management
  • Proven ability to handle multiple workloads
  • Strong people management skills

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