Assistant Manager, Customer Services

CTF Life; Hong Kong; On-site; HKD 900,000 - 1,300,000; Full time

Job summary

CTF Life seeks an experienced Senior Customer Service Operations Manager to lead day-to-day service delivery across channels and locations in Hong Kong. You will ensure service levels, productivity, quality and customer experience targets are met while driving performance improvements.

You will coach frontline teams, manage escalations, and collaborate with underwriting, claims and policy administration. You will lead digital servicing initiatives to enhance end-to-end journeys and champion a

Qualifications

• Bachelor’s degree in business, management, insurance or related fields.
• Minimum 5 years in customer service, insurance operations, policy administration, or contact centre operations.
• Holder of IIQE Papers 1, 3 and 5.
• LOMA and/or FLMI designation highly preferred.
• Strong knowledge of life insurance operations and customer journey processes.
• Fluent in English and Chinese (Cantonese & Putonghua).
• Strong communication, stakeholder management and analytical skills.

Responsibilities

• Lead and manage day-to-day customer service operations across channels and locations.
• Ensure service levels, productivity, quality and customer experience targets are met.
• Monitor operational performance and implement corrective actions.
• Manage service escalations and resolution of complex cases.
• Lead, coach and develop frontline service teams.
• Foster a customer-centric culture and service excellence.
• Support workforce planning, resource allocation and succession planning.
• Identify service gaps and drive continuous improvement.
• Collaborate with QA and VoC to improve service outcomes.
• Partner with Underwriting, Claims, Policy Administration, Distribution, Compliance and Technology.
• Support service transformation, digital servicing enhancements and process automation.
• Champion adoption of new servicing tools and practices.

Skills

Customer service

Stakeholder management

People development

Process improvement

Languages

Policy administration

Digital transformation

Education

Bachelor’s degree

IIQE qualifications

LOMA/FLMI preferred

Tools

CRM systems

Workflow platforms

Contact center tech

Job description

Customer Service Operations Management

• Lead and manage day‑to‑day customer service operations across assigned servicing channels and service locations.
• Ensure service levels, productivity, quality, and customer experience targets are achieved.
• Monitor operational performance and implement corrective actions where necessary.
• Manage service escalations and support resolution of complex customer cases.

Team Leadership and People Development

• Lead, coach, and develop frontline service teams to achieve business and service objectives.
• Foster a customer‑centric culture and promote service excellence.
• Conduct performance management, coaching, and capability development activities.
• Support workforce planning, resource allocation, and succession planning.

Customer Experience And Service Improvement

• Identify service gaps, operational pain points, and customer experience improvement opportunities.
• Support implementation of customer experience enhancement initiatives.
• Review customer feedback, complaints, and service trends to drive continuous improvement.
• Collaborate with Quality Assurance and Voice of Customer functions to improve service outcomes.

Stakeholder Management

• Partner with internal stakeholders including Underwriting, Claims, Policy Administration, Distribution, Compliance, and Technology teams.
• Support cross‑functional initiatives to improve end‑to‑end customer journeys.
• Participate in governance meetings and provide operational insights and recommendations.

Service Transformation and Digital Adoption

• Support service transformation initiatives, digital servicing enhancements, and process automation projects.
• Champion adoption of new servicing tools, technologies, and operational practices.
• Contribute to continuous improvement and future service model development.

Qualifications

• Bachelor’s degree in business administration, Management, Insurance, Customer Service, or related disciplines.
• Minimum 5 years of relevant experience in customer service, insurance operations, policy administration, or contact centre operations.
• Holder of valid Insurance Intermediary qualifications and registration (IIQE Papers 1, 3 and 5).
• LOMA certification and/or FLMI designation highly preferred.
• Strong knowledge of life insurance operations, policy administration, customer service, and post-sales servicing processes.
• Good understanding of customer experience management, service excellence, and customer journey improvement.
• Strong stakeholder management, communication, and influencing skills.
• Strong analytical, problem‑solving, and decision-making capabilities.
• Experience in service quality management, complaint handling, and customer escalation management.
• Familiarity with digital servicing platforms, workflow systems, CRM, contact centre technologies, or service automation initiatives would be an advantage.
• Ability to lead teams and manage change in a dynamic business environment.
• Customer‑focused, proactive, and results‑oriented mindset.
• Fluent in written and spoken English and Chinese (Cantonese and Putonghua).