Customer Service Manager/Senior Administrator

Platinum Financial Services Limited; Hong Kong; On-site; HKD 360,000 - 480,000; Full time

Job summary

Platinum Financial Services Limited in Hong Kong seeks a Customer Service Manager to lead our client service operations in Central and Western District, ensuring high-quality interactions and retention.

You will manage a team of customer service representatives, drive service improvements, and align processes with regulatory requirements and company policies.

The role offers a full-time contract with a competitive package and a collaborative, growth-focused workplace.

Qualifications

• Minimum 3 years of customer service management experience in insurance or financial services.
• Knowledge of insurance products and financial services operations.
• Excellent communication and interpersonal skills.
• Ability to work under pressure and meet deadlines.
• Familiarity with financial services regulations and compliance.

Responsibilities

• Lead and supervise a team of customer service representatives.
• Manage inquiries, complaints, and escalations with professionalism.
• Coordinate with financial institutions and trustees to resolve issues.
• Process applications, policy administration, and related forms.
• Monitor service quality and drive improvements.
• Prepare reports and maintain client data records.
• Support asset allocation research and quarterly fund updates.

Skills

Customer service management

Insurance knowledge

Communication skills

Problem-solving

Time management

Regulatory knowledge

Education

Bachelor's degree in Business, Finance or related

Tools

NAV system

Policy administration systems

Job description

Customer Service Manager/Senior Administrator

About us

Platinum Financial Services Limited is a respected player in the financial services industry, committed to delivering exceptional client services and building long-term relationships with our customers. We pride ourselves on our customer-centric approach, innovative solutions, and a team of dedicated professionals who are passionate about helping our clients achieve their financial goals. Our organisation values integrity, excellence, and continuous improvement, creating an environment where talented individuals can thrive and contribute meaningfully to our success.

About the role

We are seeking a Customer Service Manager to join our team in the Central and Western District on a full-time basis. In this pivotal role, you will lead and manage our customer service operations, ensuring that every client interaction reflects our commitment to excellence. As Customer Service Manager, you will oversee a team of customer service representatives, drive service quality improvements, and play a strategic role in enhancing client satisfaction and retention. This position is essential to maintaining our reputation for outstanding service delivery and directly contributes to the growth and success of Platinum Financial Services Limited.

What you'll be doing

Key Responsibilities

• Policy & Client Administration: Manage customer inquiries, complaints and escalations with professionalism and efficiency. Liaise with other financial institutions/trustees to resolve customer issues and improve service delivery. Process new business applications, policy administration, dealing instructions, fund switches, and surrender/withdrawal forms, or missing premium issues and etc.
• Compliance & Data Management: Conduct KYC screening for new clients, maintain client data on NAV.
• General Insurance (GI) Operations: End-to-end General Insurance (GI) renewal and billing administration.
• Reporting & Analytics: Generate reports and update client lists for internal use. Maintain detailed records of customer interactions and service activities.
• Asset Allocation & Research Support: Assist and coordinating with portfolio managers quarterly by updating fund return rates across model portfolios, auditing factsheets for accuracy.
• Client & Administrative Support: Manage client communications (statements, address updates), handle local/international couriers, and maintain vendor orders.
• Service Quality Standards: Maintain service quality standards, ensuring compliance with company policies and industry regulations.

What we're looking for

• Minimum 3 years of experience in customer service management within the insurance and financial services sector
• Knowledge of insurance products, services, and financial services operations
• Excellent communication and interpersonal skills, with the ability to engage effectively with clients and staff at all levels
• Strong problem-solving abilities and a customer-focused mindset
• Ability to work under pressure, manage competing priorities, and meet tight deadlines
• Demonstrated commitment to delivering high standards of customer service
• Knowledge of financial services regulations and compliance requirements
• Relevant qualifications in business management, customer service or finance are advantageous

What we offer

Platinum Financial Services Limited is committed to providing a rewarding and supportive workplace. We offer competitive remuneration packages commensurate with experience and qualifications.