Customer Experience Manager

1 month ago

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

About Us

Manulife Financial Corporation is a leading international financial services group that helps people make their decisions easier and lives better.

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.

At the end of 2022, we had more than 40,000 employees, over 116,000 agents, and thousands of distribution partners, serving over 34 million customers.

At the end of 2022, we had $1.3 trillion (US$1.0 trillion) in assets under management and administration, including total invested assets of $0.4 trillion (US $0.3 trillion), and segregated funds net assets of $0.3 trillion (US$0.3 trillion).

We trade as 'MFC' on the Toronto, New York, and the Philippine stock exchanges, and under '945' in Hong Kong.

Job Overview

This role is responsible for providing effective solutions to enquiries/complaints via various service channels in a proactive and professional manner with tactful customer service skills.

The salary for this position is approximately $90,000 per year, based on industry standards and location.

Key Responsibilities

  1. Provide coaching and feedback to team members to help them improve their performance and achieve their individual goals for the team success.
  2. Maintain high levels of employee engagement and satisfaction by providing regular feedback, recognition, and opportunities for development and growth.
  3. Develop and maintain strong relationships with internal and external stakeholders, including customers and other departments within the organization.
  4. Coperate with other teams and team members to ensure timely resolution of customer requests and problems.
  5. Support ad-hoc tasks to achieve desired results of business needs.
  6. Partner with operations on new initiatives and identify efficiencies improvement opportunities
  7. Provide training or coaching to staff for service improvement.

Requirements

To be successful in this role, you will need:

  1. Bachelor's degree in Business Administration, Communications, or a related field
  2. 5 years+ of experience in customer service environment, with at least 2 years+ in supervisor role
  3. Strong leadership and management skills, with a proven track record of achieving results through others
  4. Excellent communication, interpersonal, and customer service skills
  5. Fluency in English and Cantonese (Written & Read)
  6. Excellent Excel, PPT, Word skills
  7. Good teamwork spirit

What We Offer

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, flexible work policies and strong work-life balance, professional development and leadership opportunities, values-first culture, boundless opportunity, continuous innovation, delivering the promise of Diversity, Equity and Inclusion, and championing Corporate Citizenship.

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