Customer Service Operations Manager

7 days ago

Hong Kong, Central and Western District, Hong Kong SAR China HSBC Full time

Join a team where your contributions matter.

At HSBC, we believe in the power of our people. If you are seeking a role that allows you to make a significant impact, consider joining us. HSBC provides a platform for growth, support, and rewards that can elevate your career to new heights.

HSBC Life stands as a premier institution, specializing in Insurance while benefiting from the resources of a leading global bank. Our mission revolves around people and the commitments they uphold. At HSBC Life, we fulfill these commitments by offering a diverse range of life insurance products and services to clients across the Asia-Pacific region.

Our workplace is dynamic and innovative, presenting numerous opportunities for career development within a thriving business segment. We empower our talented team members to enhance their skills and explore new avenues, maximizing their potential as part of HSBC.

We are committed to pursuing efficient operational methods. By leveraging cutting-edge data and technology solutions, we strive to achieve meaningful results for our clients. The protection we provide has a profound and lasting impact, enabling clients to lead healthier, more productive lives with confidence in their futures.

We are currently looking for a distinguished professional to join our team as a Customer Service Operations Manager.

Key Responsibilities

  • Oversee and monitor the Customer Service team for INHK operations, including Call Center, Chat services, Correspondence, and Customer Service Escalation teams, ensuring adherence to service standards and achievement of team Service Level Agreements (SLAs).
  • Manage and control the Customer Service team to support HSIC customer correspondence and escalation services.
  • Foster effective communication with both external and internal clients, ensuring fair outcomes and supporting the orderly operation of financial markets.
  • Ensure timely updates to relevant procedure manuals for any changes or new service implementations.
  • Support new initiatives in alignment with established requirements.
  • Maintain robust processes and controls to identify and mitigate risks, ensuring timely escalation and resolution of all control issues and reputational risks.
  • Initiate system enhancements to promote business growth and improve service efficiency.
  • Review and maintain effective monitoring and control mechanisms, ensuring compliance with regulatory requirements.

Qualifications

  • Experience in life or medical insurance.
  • Knowledge of insurance and back-office operations.
  • Proven experience in business operations management principles, including service quality, business control, and continuous improvement initiatives.
  • Strong understanding of quality assurance, control metrics, and continuous improvement.
  • Excellent analytical skills to translate, simplify, and prioritize requirements, along with root cause analysis for remedial actions and preventive measures.
  • Exceptional communication and interpersonal skills, with the ability to build effective relationships and influence at senior organizational levels.
  • Ability to understand and interpret complex business and Hong Kong Insurance regulations.
  • Capability to thrive in a multicultural environment.

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