Customer Service Team Manager
4 days ago
HSBC is a world-class institution dedicated to delivering on promises made to our clients. As a leading global bank, we offer a wide variety of life insurance products and services throughout the Asia-Pacific region.
Career OpportunitiesWe are seeking a high-calibre professional to join our team as a Manager Customer Service in our Insurance Operations department.
Job DescriptionRole Summary:
The successful candidate will be responsible for managing and monitoring the Customer Service team to meet service standards, achieve team Service Level Agreement (SLA), and ensure quality. Key responsibilities include:
- Managing and controlling the Customer Service team to support HSIC customer correspondence and escalation services
- Maintaining effective communication with external and internal customers, delivering fair outcomes, and supporting the orderly and transparent operation of financial markets
- Ensuring timely updates to relevant procedure manuals for changes or new service implementations
- Supporting new projects according to requirements set
- Maintaining sufficient and effective processes and controls, identifying and mitigating risks, and ensuring timely escalation and resolution of control issues and reputation risks
- Initiating system enhancements for business growth and improving service efficiency
- Reviewing and maintaining effective monitoring and control, ensuring activities comply with regulatory requirements
To succeed in this role, you will need:
- Working experience in life or medical insurance
- Knowledge of insurance and back-office operations
- Proven and progressive experience incorporating business operations management principles, including service quality, business control, and continuous improvement activities
- Excellent understanding of quality assurance, control, metrics, and continuous improvement
- Strong analytical skills to understand, translate, simplify, and prioritize requirements as well as root cause analysis for remedial actions/preventive measures
- Strong communication and interpersonal skills, including forming effective relationships and achieving influence at senior levels within the organization
- Ability to work in an environment with diverse cultures
The estimated annual salary for this position is HKD 540,000 - HKD 720,000, depending on qualifications and experience. HSBC offers a competitive benefits package, including health insurance, retirement plans, and opportunities for career growth and development.
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