Life Insurance Customer Service Manager

HFG Insurance Recruitment; Hong Kong; Vor Ort; HKD 600.000 - 900.000; Vollzeit

Zusammenfassung

HFG Insurance Recruitment in Hong Kong is seeking a Customer Services Manager for a well-established life insurer. The role oversees the customer service centre's daily operations, ensuring timely, high-quality service across internal and external customers.

The ideal candidate has 6+ years in life insurance, with 3 years in supervisory roles, strong leadership, and a focus on process improvements and regulatory compliance. Mandarin is a plus, and the position offers a 5-day work week.

Qualifikationen

• 6+ years of experience in life insurance, preferably with 3 years at supervisory level in customer service / policy servicing.
• Degree or above in a relevant discipline.
• Professional insurance qualification (FLMI or ACS) preferred.
• Strong customer relationship management and service mindset.
• Proficient in English and Chinese; Mandarin is an advantage.
• Proficient in MS Word and Excel.

Aufgaben

• Supervise the daily operations of the customer service centre and ensure timely, quality service to both internal and external customers.
• Lead and mentor the team, handling escalations and complex cases when needed.
• Drive process improvement initiatives to enhance efficiency and customer experience.
• Monitor service standards, KPIs and operational performance, and implement corrective actions.
• Coordinate with other departments to resolve issues smoothly.
• Ensure compliance with internal procedures and regulatory requirements.

Kenntnisse

Customer relationship management

Leadership

Problem-solving

Organising skills

Bilingual English/Chinese

Ausbildung

Degree or above in a relevant discipline

Professional insurance qualification (FLMI or ACS) preferred

Tools

MS Word

Excel

Jobbeschreibung

I'm working with a well-established life insurer in Hong Kong to fill a Customer Services Manager (Customer Services Centre) role.

This is a hands-on leadership seat responsible for the day-to-day running of the customer service centre. You'll own service quality and operational efficiency across different distribution channels, while driving improvements that actually move the needle on customer experience.

What you will do:

• Supervise the daily operations of the customer service centre and ensure timely, quality service to both internal and external customers.
• Lead and mentor the team, handling escalations and complex cases when needed.
• Drive process improvement initiatives aligned with the company's goals to enhance efficiency and customer experience.
• Monitor service standards, KPIs and operational performance, and implement corrective actions where required.
• Coordinate with other departments (policy administration, claims, distribution channels, etc.) to resolve issues smoothly.
• Ensure compliance with internal procedures and regulatory requirements.

What they are looking for:

• Degree or above in a relevant discipline.
• Professional insurance qualification (FLMI or ACS) preferred.
• 6+ years of experience in life insurance, preferably with 3 years at supervisory level in customer service / policy servicing.
• Solid customer relationship management experience with a strong service mindset.
• Patient, detail-oriented, with good problem-solving and organising skills.
• Proficient in spoken and written English and Chinese; Mandarin is a clear advantage.
• Competent in MS Word, Excel and Chinese word processing.

It's a 5-day work week with a stable platform and training opportunities.