Senior Manager, Customer Service,

A Top Tier Life Insurer is hiring for a Senior Manager, Customer Service to specialize in developing and pivoting a human-centric Contact Centre.

Your Roles:

• Support and develop programs and roadmaps pivoting a human-centric contact centre
• Identify customer needs and expectations to revamp and modernize the systems with a focus on customer experience and human center process
• Design customer journey via IVR and Chatbot and promote STP
• Utilize data to identify improvement opportunities and establish actions plan for process excellence
• Supervise hiring progress, hiring trend, cost forecast, KPI performance and preparation for presentation
• Lead review meetings regarding performance progress and areas for improvement
• Work closely with team heads for capacity planning, CSO scorecard and workforce management
• Enhance team engagement for better collaborative environment

Your Requirements:

• Degree holder, at least 8+ years of experience in Financial Institutions
• Experience in customer journey design, contact centre / operations management, digital transformation, or process re-engineering particularly in insurance and agency servicing would be an advantage
• Influential, independent and good team player
• Excellent presentation and communication skills in both English and Cantonese

If you are interested in this role, please click "APPLY" or send your updated CV to me at . Only the shortlisted candidates will be notified. All personal data collected will be kept strictly confidential and will be only used for recruitment purposes.

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