Senior Manager/Associate Director, Quality and Experience

1 month ago


Hong Kong, Central and Western District, Hong Kong SAR China Company 28 - Manulife (International) Limited Full time

About the Role

We are looking for a Senior Manager/Associate Director, Service and Process to join our team at Company 28 - Manulife (International) Limited.

The Opportunity

The customer is at the heart of everything we do, and millions of end-users rely on our products daily. We believe in empowering Senior Manager/Associate Director, Service and Process with the resources to solve critical problems for the future of our business, which is why we need you.

Responsibilities

  • Support department head in developing programs and roadmaps to pivot a human-centered contact center for servicing customers and distributors.
  • Review, design, and execute changes to internal processes, eliminating redundant tasks and driving 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 processes.
  • Design customer journeys via IVR and Chatbot, optimizing the usage of IVR self-serve functions and promoting STP.
  • Use data to identify improvement opportunities and establish actions plans for service and process transformation.
  • Partner with the Transformation Team to facilitate the successful implementation of the Digital Customer Leader Agenda for the 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 the contact center for capacity planning, CSO scorecard, and workforce management.
  • Foster 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 a strong work-life balance.
  • Professional development and leadership opportunities.


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