Senior Executive/Executive, Operations-Customer Svc

{"description": " General information

Country: Hong Kong

Creation Date: 09-Mar-2026

Employment Type: Permanent

Employment Type: Full time

Ref #: 1234572576

Description & Requirements

Role Title: Senior Executive/ Executive, Operations-Customer Services

Department: Operations

Location: Hong Kong

Type: Permanent

Job Summary:

The Senior Executive, Operations - Customer Services plays a pivotal role in delivering high quality service operations and ensuring excellence across all customer touchpoints. This position is responsible for managing day to day operational activities, driving process improvements, handling escalation cases, and coordinating with internal and external stakeholders. The role ensures all service commitments, regulatory requirements, and company standards are consistently met.

Job Responsibilities:

• Single point of contact for all customer inquiries - underwriting, claims and general enquiries
• Provide quality and professional advice to Liberty's agents/brokers and customers on general insurance products
• Resolving all in scope enquiries and adopt appropriate escalation when required
• Meeting service level and KPIs defined by the company
• Follow up and liaise with relevant parties in order to settle customers' enquires or complaints
• Resolve and analyze customer opinions and proactively follow up with related parties for services improvement

Job Requirements:

• Degree holder with 4-6 years of relevant experience, preferably gained in a life/health insurance call centre or operations environment.
• Strong understanding of insurance operational workflows, policy administration processes and applicable regulatory requirements.
• Excellent analytical, problem solving, and decision making skills.
• Customer centric mindset with strong communication skills and proven experience in handling complex or escalated cases.
• Well organized, detail oriented, and able to manage multiple priorities under tight timelines.
• Self motivated, proactive and solution-driven with a strong sense of ownership.
• Effective team player with the ability to collaborate across departments and influence positive outcomes.
• High level of integrity and commitment to delivering service excellence.
• Adaptable, open to change, and comfortable working in a dynamic, transformation driven environment.
• IIQE Papers 1, 2, and 3 are mandatory.
• Proficient in both spoken and written English and Chinese; fluency in Putonghua is preferred.
• Additional responsibilities for digital servicing, audit, or case management

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