Senior Manager/Associate Director, Service and Process Transformation

1 week ago

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

About the Role

We are seeking a highly skilled and experienced Senior Manager/Associate Director, Service and Process Transformation to join our team at Manulife. 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 the department head in developing programs and roadmaps to drive customer experience and process transformation.
  • Review, design, and execute changes to internal processes to 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 journeys via IVR and Chatbot, optimize the usage of IVR self-serve functions, and promote Straight-Through Processing (STP).
  • Employ data to identify improvement opportunities and establish action plans for service and process transformation.
  • Partner with the Transformation Team to facilitate the successful implementation of the Digital Customer Leader Agenda for Contact Center.
  • Assist in monitoring hiring progress, FTE trend, cost forecast, KPI performance, and prepare management update materials and presentations.
  • Lead review meetings, deliver regular communications regarding center performance progress, areas 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 to energize a diverse team and promote a positive work environment.

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.

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 creating an inclusive workplace where everyone thrives. We foster a culture of diversity, equity, and inclusion, and we invite you to join us in our mission to make a positive impact on the lives of our customers and communities.

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