Customer Service Manager, Customer Contact Centre
2 months ago
About Company 28 - Manulife (International) Limited
We are a leading international financial services group that helps people make their decisions easier and lives better. Our global headquarters is in Toronto, Canada, and 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.
Our Mission
We are committed to empowering our customers with the resources to solve critical problems for the future of our business. We believe in the value of empowering our customers with the resources to solve critical problems for the future of our business.
Our Values
We lead with our Values every day and bring them to life together. Our Values are:
- Customer Focus - We put our customers at the heart of everything we do.
- Integrity - We act with integrity and transparency in all our interactions.
- Teamwork - We work together to achieve our goals and support each other.
- Accountability - We take ownership of our actions and decisions.
- Continuous Improvement - We strive for excellence and continuous improvement in all we do.
Job Summary
We are seeking a highly skilled and experienced Customer Service Manager, Customer Contact Centre to join our team. The successful candidate will be responsible for leading a team of customer service representatives and ensuring that our customers receive exceptional service.
Key Responsibilities
- Lead a team of customer service representatives to ensure that our customers receive exceptional service.
- Monitor the team's performance to achieve company goals.
- Monitor and keep abreast of the regulatory environment to ensure policy and process compliance in all aspects of service experience team operations.
- Work with other departments for case resolutions and streamline the workflow to enhance customer experience.
- Handle ad hoc tasks and projects.
Requirements
- University graduate in business, finance, language studies, or other relevant subjects.
- Good interpersonal and communication skills in verbal and written Chinese and English.
- Above 5 years' solid experience in complaint handling, preferably in insurance and financial institutions, advantage with supervisory experience.
- Qualified license of IIQE Paper 1, 3, and 5.
What We Offer
- A competitive salary and benefits package.
- 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.
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