Sun Life Hong Kong Ltd

Assistant Manager, Client Service Delivery

Sun Life Hong Kong Ltd
Salary provided
Posted on 22 Sep 2020

Assistant Manager, Client Service Delivery

Sun Life Hong Kong Ltd

Job Highlights

  • Client Service Centre
  • Life insurance
  • Digitization Projects

Job Description

Job Responsibilities

  • Support and back up the Client Service Center (CSC) service functions to ensure the Centre’s smooth operations.
  • Performs quality assurance functions of the various functions at CSC.
  • Actively participates in Corporate and/or Department service initiatives (digital & non-digital) to uplift our service standards and our digital roadmap. 
  • Carry out training needs analysis by observing customer interactions.  Acts as a trainer in client service training, shares experiences on complicated inquiries/complaints through regular huddles and offers solutions to eliminate future calls.
  • Reviews reports and discusses team performance, achievements and opportunities with department head to uplift the service standard.
  • Handles and resolve complicated / escalated customer / channel complaints or objection and meet their needs.

Job Requirements

  • University graduate in any discipline with IIQE designation.
  • 5-7 years of experience in the insurance client service industry of which 2 – 3 years are at supervisory level.
  • Good knowledge in insurance industry and regulatory / compliance guidelines and laws. 
  • Past experience with digitalization projects and initiatives to uplift service standards is an advantage.
  • Monitor and coach the client service staff and team performance.
  • Make recommendations on the improvement on the client service operation.
  • Excellent knowledge of insurance principles and terminology; insurance operations and products.
  • Good communication (spoken and written English & Chinese (Cantonese and Putonghua) and people management skills.
  • Good problem solving and analytical skills with good insight on the future service models through digitization.
  • Good knowledge of applicable insurance laws and compliance related matters.
  • Good cross functional collaboration skills and exceptional client relationship skills.
  • Competent PC knowledge, includes Excel, Word, PowerPoint.
We offer 5-day work, attractive salary, MPF, group life and group medical insurance; and excellent career development opportunities to the right candidate.

We are an equal opportunity employer and welcome applications from all qualified candidates. Application forms and resume will be kept for a period of 24 months after completion of the recruitment process. (All information will be held in strict confidence and only be used for recruitment purpose).

Additional Information

Career Level
Years of Experience
6 years
Job Type
Full Time, Permanent

Company Overview

Sun Life Financial is a leading international financial services organization providing insurance, wealth and asset management solutions to individual and corporate Clients. Sun Life Financial has operations in a number of markets worldwide, including Canada, the United States, the United Kingdom, Ireland, Hong Kong, the Philippines, Japan, Indonesia, India, China, Australia, Singapore, Vietnam, Malaysia and Bermuda. As of December 31, 2018, Sun Life Financial had total assets under management of CDN $951 billion. For more information please visit

Sun Life Financial Inc. trades on the Toronto (TSX), New York (NYSE) and Philippine (PSE) stock exchanges under the ticker symbol SLF.

Additional Company Information

Insurance / Pension Funding
Benefits & Others
Five-day work week, Life insurance, Medical insurance, Performance bonus