Chubb Life: Service Excellence Manager

22 hours ago


Hong Kong, Central and Western District, Hong Kong SAR China CHUBB Full time
Job Title

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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