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Customer Service Operations Manager

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Hong Kong, Central and Western District, Hong Kong SAR China Crossings Executive Search Full time

At Crossings Executive Search, we are seeking an experienced Customer Service Operations Manager to join our team. As a key member of our customer service division, you will be responsible for overseeing the daily operations of our hotlines, walk-in customers, and live chat services.

The ideal candidate will have a minimum of 8 years of experience in customer service operation, with at least 5 years in a supervisory role. Strong knowledge of life and medical insurance products, particularly delivery services through digital platforms, is essential.

We are looking for a results-driven individual who can effectively manage teams, communicate with stakeholders, and analyze data to inform business decisions. If you are a customer-centric leader with excellent problem-solving skills and a proven track record of success, we encourage you to apply.

Key Responsibilities:

  • Manage the day-to-day operations of customer service delivered through various channels.
  • Plan and allocate resources to achieve target Key Performance Indicators (KPIs).
  • Monitor and improve individual performance to maximize operational efficiency and productivity.
  • Identify opportunities for improvement in services to enhance the company's competitive edge as a customer-centric health and well-being partner.
  • Oversee the quality of services provided by external service providers to meet agreed service levels.
  • Represent the team in operational and system projects, including changes to operating models and systems.

Qualifications:

  • Minimum 8 years of experience in customer service operation, with at least 5 years in a supervisory role.
  • Strong knowledge of life and medical insurance products, particularly delivery services through digital platforms.
  • Experience working in a fast-paced environment and managing process change.
  • Effective team management and communication skills.
  • Ability to analyze data and inform business decisions.
  • Cantonese speaker with good command of spoken and written English and Chinese.
  • Holding of IIQE 1, 2, 3 & 5.