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Insurance Service Management Manager (Insurance Customer Contact Center)PI Business Consulting Limited
Insurance Service Management Manager (Insurance Customer Contact Center)PI Business Consulting Limited

Job Highlights

  • call center people management
  • insurance company management
  • attractive year end bonus

Job Description

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 

Hotline Operation 

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.  

Administrative Works 

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. 

Project planning 

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). 

Other responsibilities 

Performs other responsibilities and duties periodically assigned by supervisor in order to meet operational and / or other requirements. 

Job 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 

Additional Information

Career Level
Years of Experience
8 years
Employment Type
Full Time, Permanent
Job Functions

Company Overview

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

Additional Company Information

Benefits & Others
Five-day work week, Medical insurance, Performance bonus