Manager, Customer Services (Hotline)

What the role is?

Hotline Operations:
• Being the Person-In-Charge of call centre to provide excellent services and professional advice via phone call.
• Lead the team to handle customer and agent enquiries and complaint regarding all activities in Life Operations process such as New Business, Policy Administration and Claims.
• Handle issue and incident escalated by teammate.
• Manage and coach teammate to ensure responsible sub-team performance align with predefined requirements, policies, and guidelines.

Quality Assurance with Continuous Improvement:
• Regularly perform quality assurance to ensure consistency in service level among various touchpoints.
• Report regularly to department head for any operations problems encountered and suggest improvement items.
• Suggest improvement item to streamline the process for improving service level among the team

Training and Coaching:
• Coach and mentor teammate on both knowledge and soft skills and prepare training material to further uplift the team.

Project:
• Responsible for various CS project for streamlining existing workflow, launch of new services/ system to strike for best-in-class services level.

Administrative Task:
• Maintain accurate records and document on all activities and transactions.
• Prepare management report and data to respective parties.

Other Responsibilities:
• Perform other responsibilities and duties assigned by upline in order to meet operational and/ or other requirements.

What we look for?
• 8 years solid customer services experience with at least 2 years in managerial position (insurance industry is highly preferred)
• Good command of both written and spoken English and Chinese (including Putonghua)
• Good communication and interpersonal skills
• Ability to collaborate effectively with cross-functional teams and stakeholders.
• Bachelor's degree in related field.
• Pass in IIQE paper 1, 3 and 5.
• Knowledge in life insurance
• Service-oriented and self-motivated.
• Positive to changes and challenges.

Personal Information Collection Statement

At Chow Tai Fook Life Insurance Company Limited (“the Company”) we respect the privacy of your personal data and are committed to fully complying with the Personal Data (Privacy) Ordinance (“the Ordinance”).

The personal data that we collect and/or hold (whether contained in this application form or otherwise obtained) includes your personal details, contact information, education and training details, employment details, financial details, and information on your social circumstances.

Provision of personal data by you is mandatory for selection purposes. Personal data collected through this application will be used by the Company to assess your suitability to assume the job duties of the position for which you have applied. The Company may not be able to process your application if you fail to provide your personal data.

Applicants not contacted within four weeks after the interview / test may consider their application unsuccessful. The information provided will be kept for 2 years for consideration of other suitable posts.