Chubb Life: Service Excellence Manager
22 hours ago
Service Excellence Manager
About Us
At Chubb, we are committed to providing exceptional service to our high net worth clients and intermediary partners. As a Service Excellence Manager, you will be the core support in serving these valued stakeholders.
Key Responsibilities
- Provide one-stop service, including enquiry and transaction processing, to high net worth clients and/or intermediary through prompt, friendly, courteous, accurate, and helpful communication.
- Support the hotline and walk-in team of CS Center when necessary.
- Handle complaints and feedback at top priority, including potential complaint cases.
- Guide and coach Customer Service Executives (CSEs) to achieve departmental goals.
- Assist in building up and refining the framework on HNW support, including servicing and administration procedures and workflow.
- Follow up tasks to ensure enquiries/requests are suitably processed to achieve client satisfaction.
- Work closely with immediate supervisors/managers and distributors to ensure service delivery.
- Review and update procedure manuals according to business requirements and regulatory compliance.
- Prepare regular reports for management reporting.
- Support company projects/initiatives assigned from time to time.
Requirements
We are seeking a highly experienced professional with a minimum of 8 years of solid work experience preferably in one or more disciplines in life administration, customer service, underwriting, or policy administration.
- High exposure to high net worth/wealth management business is an advantage.
- Fluent in both oral and written English and Chinese, with Mandarin required.
- Good communication and negotiation skills, with thorough understanding of company products and ability to explain complex information in customer terms.
- University graduate preferred.
- Required to pass/already passed IIQE, obtain agent license, and fulfill CPD program for providing insurance advice to customers.
- Good service attitude and willingness to work under pressure.
Salary
The estimated salary range for this position is $80,000 - $120,000 per annum, based on location and experience.
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