Senior Manager/Associate Director, Service and Process

1 week ago

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

About the Role

We are seeking a highly skilled Senior Manager/Associate Director, Service and Process to join our team at Company 28 - Manulife (International) Limited. 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 improve customer experience and staff engagement.
  • 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 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 for energizing a diverse team and promoting a positive work environment.

About Us

Company 28 - Manulife (International) Limited is a leading international financial services group that helps people make their decisions easier and lives better. 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. We trade as 'MFC' on the Toronto, New York, and the Philippine stock exchanges, and under '945' in Hong Kong.

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.

Our Commitment to You

  • Values-first culture.
  • We lead with our Values every day and bring them to life together.
  • Boundless opportunity.
  • We create opportunities to learn and grow at every stage of your career.
  • Continuous innovation.
  • We invite you to help redefine the future of financial services.
  • Delivering the promise of Diversity, Equity, and Inclusion.
  • We foster an inclusive workplace where everyone thrives.
  • Championing Corporate Citizenship.
  • We build a business that benefits all stakeholders and has a positive social and environmental impact.

  • Senior Manager/Associate Director, Service and Process

    4 weeks ago

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

    Job Title: Senior Manager/Associate Director, Service and ProcessAbout the Role:We are seeking a highly experienced Senior Manager/Associate Director, Service and Process to join our team. As a key member of our leadership team, you will be responsible for developing and implementing strategies to improve customer experience and drive business growth.Key...

  • Senior Manager/Associate Director, Service and Process

    3 weeks ago

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

    Job Title: Senior Manager/Associate Director, Service and ProcessAbout the Role:We are seeking a highly motivated and experienced Senior Manager/Associate Director, Service and Process to join our team. 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...

  • Senior Manager/Associate Director, Service and Process

    4 weeks ago

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

    Job Title: Senior Manager/Associate Director, Service and ProcessAbout the Role:We are seeking a highly experienced Senior Manager/Associate Director, Service and Process to join our team. As a key member of our leadership team, you will be responsible for developing and implementing programs and roadmaps to pivot a human-centered contact center for...

  • Senior Manager/Associate Director, Service and Process

    3 weeks ago

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

    About the RoleWe are seeking a highly skilled Senior Manager/Associate Director, Service and Process to join our team at Company 28 - Manulife (International) Limited. As a key member of our organization, you will be responsible for driving process improvements and customer experience enhancements across our service and process operations.Key...

  • Senior Manager/Associate Director, Service and Process Transformation

    1 month ago

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

    About the RoleWe are seeking a highly skilled and experienced Senior Manager/Associate Director, Service and Process Transformation to join our team at Company 28 - Manulife (International) Limited. 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...

  • Senior Process and Service Manager

    1 week ago

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

    Position Overview The Role At the heart of our operations lies the customer, and our products are essential to millions. We recognize the importance of equipping our Senior Manager/ Associate Director, Service and Process with the necessary tools to address pivotal challenges that shape our future. Key Motivations A deep commitment to...

  • Senior Manager/Associate Director, Asia Strategy

    1 week ago

    Hong Kong, Central and Western District, Hong Kong SAR China Company 331 - Manulife Financial Asia Limited Full time

    About the RoleWe are seeking a highly skilled and experienced Senior Manager/Associate Director to join our Asia Strategy team. As an integral contributor to the development, governance, and realization of Manulife's Strategy across the Asia Segment, you will play a key role in shaping the future of our business.Key ResponsibilitiesAs a Senior...

  • Associate Director of Procurement

    1 month ago

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

    Job SummaryWe are seeking a highly experienced and skilled Associate Director of Procurement to join our team at JC Executive Search. The successful candidate will be responsible for leading the procurement function and driving strategic initiatives to improve operational efficiency and effectiveness.Key ResponsibilitiesDevelop and Implement Procurement...

  • Technology Risk Manager/Associate Director

    1 month ago

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

    About the RoleKPMG China is seeking a highly skilled Technology Risk Manager/Associate Director to join our team in Hong Kong. As a key member of our Technology Risk team, you will play a critical role in helping our clients navigate the complex landscape of technology risk and compliance.Key ResponsibilitiesDesign and execute technology risk assessments,...

  • Associate Director

    3 weeks ago

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

    About the RoleMace is seeking an experienced Associate Director to join our Consult business in Hong Kong. As a key member of our team, you will be responsible for delivering high-profile infrastructure and transportation projects, working closely with our clients to drive business growth and excellence.Key ResponsibilitiesLead day-to-day management and...

  • Associate Director

    1 week ago

    Hong Kong, Central and Western District, Hong Kong SAR China Moody's Full time

    Job Title: Associate DirectorMoody's is seeking an experienced Associate Director to drive Predictive Analytics (PA) solution sales in the Hong Kong and Taiwan markets.Key Responsibilities:Work closely with Relationship Managers to initiate new sales activities and drive sales and close deals for Predictive Analytics (PA) OU solutions.Build and execute on...

  • Cyber Security Manager/Associate Director

    1 month ago

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

    About the RoleKPMG China is seeking a highly skilled Cyber Security Manager/Associate Director to join our team. As a key member of our Cyber Security team, you will be responsible for leading cyber security engagements, including security strategy, policy and architecture, information privacy and governance, certification and compliance, business and...

  • Associate Director

    1 week ago

    Hong Kong, Central and Western District, Hong Kong SAR China Rider Levett Bucknall Full time

    Job Title: Associate DirectorRider Levett Bucknall is seeking a highly skilled and experienced Associate Director to join our team.Key Responsibilities:Lead and manage a team of quantity surveyors to deliver high-quality services to clients.Develop and implement quantity surveying strategies to improve project outcomes and client satisfaction.Collaborate...

  • Senior Manager/Associate Director, Asia Strategy

    3 weeks ago

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

    Job DescriptionThe Senior Manager/Associate Director, Asia Strategy is a key contributor to the development, governance, and realization of Manulife's Strategy across the Asia Segment. This role participates in the development of the Asia Strategy, its refinement through the strategic planning process, and the identification, development, and enablement of...

  • Senior Manager/Associate Director, Asia Strategy

    6 days ago

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

    Job DescriptionThe Senior Manager/Associate Director, Asia Strategy is a key contributor to the development, governance, and realization of Manulife's strategy across the Asia segment. This role participates in the development of the Asia strategy, its refinement through the strategic planning process, and the identification, development, and enablement of...

  • Associate, Corporate Secretary

    3 weeks ago

    Hong Kong, Central and Western District, Hong Kong SAR China Hong Kong Exchanges and Clearing Limited Full time

    Job Title: Associate, Secretarial Services Job Summary: We are seeking a highly skilled and experienced Associate, Secretarial Services to join our team at Hong Kong Exchanges and Clearing Limited. As a key member of our Secretarial Services department, you will provide exceptional support to our directors and committee members, ensuring compliance with...

  • Associate Program Director

    7 days ago

    Hong Kong, Central and Western District, Hong Kong SAR China AnalogFolk Ltd Full time

    Job Title: Associate Program DirectorAt AnalogFolk Ltd, we're seeking a highly skilled Associate Program Director to join our team. As a key member of our delivery team, you'll be responsible for owning the delivery of a programme of work for a major global client.Key Responsibilities:Effectively plan, lead, and execute the programme of work required across...

  • Associate Director, Cost Management

    1 month ago

    Hong Kong, Central and Western District, Hong Kong SAR China Turner & Townsend Full time

    Job DescriptionJob Title: Associate Director, Cost ManagementJob Summary:We are seeking an experienced Associate Director, Cost Management to join our team at Turner & Townsend. The successful candidate will be responsible for leading cost management activities on a range of projects, including preparation of cost plans, tender documentation, cost control,...

  • Director of Student Development and Services

    1 month ago

    Hong Kong, Central and Western District, Hong Kong SAR China City University of Hong Kong Full time

    Job Description**Director of Student Development and Services**The City University of Hong Kong is seeking a highly experienced and visionary leader to serve as the Director of Student Development and Services. This is a key appointment that will play a critical role in shaping the student experience and ensuring the University's strategic objectives are...

  • Senior Associate Director, Landscape Architecture

    2 weeks ago

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

    Senior Associate Director, Landscape ArchitectureAs a key member of our team, you will play a pivotal role in driving the success of our landscape architecture projects. Your expertise and leadership skills will be essential in delivering high-quality results and exceeding client expectations.Key Responsibilities:Project Management: Lead multiple projects...