Senior Manager, Customer Engagement

The incumbent will be responsible for managing the operations of hotlines, emails, walk-in customers, and live chat provided by in-house Customer Service team and external service providers. He/She will also lead a portfolio of customer service projects, including touchpoint upgrade and digitization. The successful candidate should be customer-focused, result-driven, and committed to elevating service quality and satisfaction.

Critical Tasks and Expected Contributions / Results

Customer Service Management

• Lead the Customer Service team and allocate resources to efficiently execute service procedures, ensuring these practices are consistent with internal policies and prioritize customer needs.

• Develop and roll out comprehensive tactics aimed at improving customer engagement, satisfaction, loyalty, and retention.

• Assess referred complaints and handle escalation; monitor and guide corrective measures to reinforce a strong focus on the customer experience.

People Management

• Supervise and lead the customer engagement team by setting objectives, assigning responsibilities, and assessing performance.

• Recruit, train, and nurture a high-performing team with the expertise required to provide outstanding service.

• Serve as a mentor to help team members enhance their skills and knowledge, supporting their professional growth.

• Promote a customer-focused environment by empowering the team and advocating for customer interests across the organization.

Vendor Management

• Monitor the performance of external vendors closely to meet the agreed servicing KPI;

• Review the service agreement regularly to update the scope of services, terms and pricing;

• Conduct audit review of customer service processes provided by external vendors to identify improvement areas and ensure adherence to standards and guidelines set by the company and regulations.

Stakeholder Management

• Build and maintain strong relationship with external vendors, clients and internal front-end and back-end teams by providing training or presentation on the company’s customer services;

• Work closely with internal IT and external IT vendors to manage the end-to-end process of customer and contact centre system enhancement including full cycle user requirement gathering and UAT of digitalization projects.

Data Analytics

• Monitor compiled management report and ad-hoc report for customer service;

• Analyze NPS, complaints, and voice of customer data to identify problem’s root causes, propose resolutions and execute improvement plans.

Experience / Knowledge, Education and Other Requirements

• Degree holder, preferably with insurance-related qualifications, e.g. LOMA, FLMI, ICA;

• At least 8 years’ experience in insurance’s customer service operation of which at least 5 years in supervisory or managerial role;

• Strong knowledge in medical insurance products, especially delivery services through digital platform

• Possess strong customer centricity mindset.

• Solid experience of working in a face-paced environment and managing process change

• Effectively manage the team and communicate with stakeholders

• Proven track record of working with IT, vendors and stakeholders on product development, developing user requirements and test cases for system, and conducting UAT;

• Proficiency in Microsoft Excel with analytical mindset;

• Frequent user of Microsoft PowerPoint. Confident to present ideas visually and verbally;

• Excellent interpersonal, communication and influencing skills;

• Excellent command of both English and Chinese;

• Holding of IIQE 1 and 2.

About The Cigna Group