Insurance Customer Experience Team Lead

Prudential Hong Kong Limited; Hong Kong; On-site; HKD 420,000 - 540,000; Full time

Job summary

Prudential Hong Kong Limited is seeking a Customer Service Supervisor to oversee the hotline team, guiding call-handling and supporting new staff on complex inquiries.

The role focuses on achieving performance KPIs, providing coaching, and responding to escalated cases across insurance products and services. It requires leadership and bilingual communication in English and Mandarin, with prior supervisory experience in a financial/insurance setting.

Qualifications

• Degree holder in a related field.
• IIQE Papers 1, 3 & 5 completed.
• Minimum 5 years in Customer Service Ops, with 2 years in supervision.
• English and Mandarin proficiency.

Responsibilities

• Supervise hotline team to meet KPIs.
• Coach and develop junior staff on complex enquiries.
• Monitor real-time call quality and provide feedback.
• Coordinate with other departments to resolve escalated cases.
• Assist in manpower planning and resource allocation.

Skills

Leadership

Interpersonal skills

Time management

Bilingual English/Chinese

Problem solving

Mentoring

Education

Bachelor's degree

IIQE Papers 1,3 & 5

Tools

Microsoft Office

Job description

Prudential Hong Kong Limited is seeking a Customer Service Supervisor to oversee the hotline team, guiding call-handling and supporting new staff on complex inquiries.

The role focuses on achieving performance KPIs, providing coaching, and responding to escalated cases across insurance products and services. It requires leadership and bilingual communication in English and Mandarin, with prior supervisory experience in a financial/insurance setting.