Customer Service Transformation Manager

CTF Life

Hong Kong

On-site

HKD 600,000 - 1,000,000

Full time

14 days+

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Job summary

CTF Life is seeking a Manager to ensure sustainable operational excellence across contact center touchpoints. You will own SLA, KPI monitoring, and governance for Hotline and Counter channels, while guiding workforce planning and resource optimization.

The role emphasizes transformation initiatives and continuous improvement aligned with the Operations strategy. You will lead frontline changes, standardize practices, and drive channel shift to modern service delivery.

Qualifications

Bachelor's degree preferred but not mandatory.
Minimum 8 years of life insurance experience, with at least 3 years in a management role.
Proficiency in written and spoken English and Chinese, including Putonghua.
Strong communication and interpersonal skills.
Solid customer service experience, preferably in contact centre operations.
IIQE papers 1, 3 and 5 completed.
Leadership and people management skills; able to motivate teammates.
Good stakeholder liaison skills and adaptability under pressure.

Responsibilities

Own touchpoint governance and performance accountability across Hotline and Counter channels.
Lead manpower planning and cross-channel resource allocation.
Standardize SOPs, QA frameworks, and service practices across touchpoints.
Drive frontline transformation and adoption of new processes and digital initiatives.
Develop and coach Team Leads and frontline supervisors; build leadership bench.