Senior Manager/Associate Director, Service and Process

3 weeks ago

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

Job Title: Senior Manager/Associate Director, Service and Process

About the Role:

We are seeking a highly motivated and experienced Senior Manager/Associate Director, Service and Process to join our team. As a key member of our organization, you will be responsible for developing and implementing programs and roadmaps to pivot a human-centered contact center for servicing customers and distributors.

Key Responsibilities:

  • Support department head in developing programs and roadmaps pivoting a human-centered contact center for servicing customers and distributors.
  • Review, design, and execute changes to internal processes, eliminate redundant tasks, and drive digital processes for the benefits of customer and staff experience.
  • Recognize customer needs and expectations to revamp and modernize contact center systems with a focus on customer experience and human-centered process.
  • Design customer journey via IVR and Chatbot, optimize the usage of IVR self-serve functions, and promote STP.
  • Employ data to identify improvement opportunities and establish actions plan for service and process transformation.
  • Partner with Transformation Team to facilitate the successful implementation of Digital Customer Leader Agenda for Contact Center.
  • Assist in monitoring hiring progress, FTE trend, cost forecast, KPI performance, and prepare management updates material and presentation.
  • Lead review meetings, deliver regular communications regarding center performance progress, area of attention, and expected improvement actions.
  • Work with team heads from different workstreams under contact center for capacity planning, CSO scorecard, and workforce management.
  • Facilitate staff engagement for energizing a diverse team and promoting a positive work environment.

What We Offer:

  • A competitive salary and benefits packages.
  • A growth trajectory that extends upward and outward, encouraging you to follow your passions and learn new skills.
  • A focus on growing your career path with us.
  • Flexible work policies and strong work-life balance.
  • Professional development and leadership opportunities.

About Manulife:

Manulife Financial Corporation is a leading international financial services group that helps people make their decisions easier and lives better. With our global headquarters in Toronto, Canada, we operate as Manulife across our offices in Asia, Canada, and Europe, and primarily as John Hancock in the United States. We provide financial advice, insurance, and wealth and asset management solutions for individuals, groups, and institutions.

Our Commitment to Diversity and Inclusion:

We are committed to fair recruitment, retention, advancement, and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, color, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law.

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