Senior Customer Service Manager for Insurance Operations

1 day ago

Hong Kong, Central and Western District, Hong Kong SAR China TaiKang (Hong Kong) Preparatory Office Full time

TaiKang (Hong Kong) Preparatory Office invites applications for a seasoned Senior Customer Service Manager to lead our customer service teams in delivering exceptional experiences. We offer a competitive salary of HKD 180,000 - HKD 220,000 per annum, commensurate with experience.

About the Role

We are seeking an experienced professional to oversee the smooth operation of our hotline and counter services. The ideal candidate will possess strong leadership skills, excellent communication abilities, and a deep understanding of the life insurance industry.

  • Key Responsibilities:
  • Supervise and lead teams to achieve key performance indicators (KPIs) and drive initiatives to enhance operational efficiency and customer satisfaction.
  • Monitor and manage our customer-facing teams to ensure quality service delivery and maintain a positive reputation.
  • Handle customer complaints professionally and work closely with internal stakeholders and authorities to resolve issues.
  • Review and update procedures to ensure compliance with internal and external guidelines.
  • Develop and implement training programs to enhance staff knowledge and skills.
  • Drive strategic projects to meet business requirements and improve operational efficiency.
  • Conduct data analysis and prepare regular management reports to inform business decisions.
Requirements

To be successful in this role, you should possess:

  • A university degree in insurance, business administration, or a related field.
  • Relevant qualifications such as FLMI or LOMA ACS/PCS.
  • At least 10 years of customer service experience in the life insurance industry, with at least 5 years in a management capacity.
  • Strong knowledge of healthcare and general insurance concepts.
  • Excellent communication and interpersonal skills.
  • Ability to work independently and as part of a team.
  • Proficiency in spoken and written English, Chinese, and Putonghua.
  • Familiarity with Microsoft Office applications.
What We Offer

In addition to the competitive salary, we offer a dynamic work environment, opportunities for professional growth, and a comprehensive benefits package.

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