On behalf of our client, one of largest insurance companies in Hong Kong are inviting application for the position, job summary as following:
Insurance Service Management Manager (Insurance Customer Contact Center)
Roles and Responsibilities
Supports and manage the team to meet service benchmark;
Monitors call/ Livechat/ Kisok traffic and arrange adequate workforce to meet service targets;
Trains the team in different aspects, such as product knowledge, system knowledge and telephone handling skills;
Motivates, coaches and develops staff to sustain high service level;
Assists immediate supervisor to identify/implement the service improvement initiatives through system enhancement, process reengineering etc.;
Assists in resource planning with relevant business parties
Identifies service gaps of Contact Centre, provide suggestions for improvement and drive relevant parties to improve customer experience;
Handles complex and complaint calls escalated from the team;
Investigate on complaint cases and strive to find a speedy/effective solution/service to customers’ concerns/requests on insurance products and services;
Reports problems, potential crisis and compliant to immediate supervisor for service improvement;
Delivers real time monitoring on the floor quality to avoid potential complaint and provides comprehensive and accurate solution.
Works closely with Business Partners to resolve the complaints and uncertain issues;
Prepares periodic performance report to internal and external business partners;
Manages day-to-day operational and infrastructure activities to ensure all services and regulatory are met;
Analyses and evaluate the follow up log sheet;
Manages the long pending cases of the team.
Plans and leads process improvement initiatives and the implementation of each assigned projects);
Conducts project post-implementation reviews, establish improvement plans and monitor progress;
Explore and develop digital service platform (E.g. Chatbot, livechat).
Performs other responsibilities and duties periodically assigned by supervisor in order to meet operational and / or other requirements.
Tertiary education graduate in any discipline with IIQE 1,2,3,5, FLMI & ACS will be an advantage;
Minimum 7 years experience in Contact Centre operation; of which 4 years is in supervisory/managerial level;
Solid experience in contact centre management or customer service;
Basic insurance knowledge is desirable;
Candidate with less experience will be considered as Assistant Manager
PI Business Consulting Limited is a consultancy firm established and managed by seasoned Human Resources professionals. We specialize in search and selection of executives for the Banking and Finance, and Insurance Industry.
General Line: 3578 6180
Fax: 3578 6100
Address: 10/F, Dah Sing Life Building, 99-105 Des Voeux Road Central, Central, Hong Kong