Multichannel Customer Service Ops Lead - Assistant Manager

CTF Life; Hong Kong; On-site; HKD 420,000 - 700,000; Full time

Job summary

CTF Life in Hong Kong is seeking an experienced Customer Service Operations Supervisor to oversee day-to-day activities across Voice, Text and Face-to-Face channels. You will supervise frontline teams, monitor service quality, handle escalations and drive continuous improvements.

You will coach staff, support onboarding and training, and collaborate with Policy Administration, Claims, Underwriting and other teams to meet customer outcomes in a fast-paced environment.

Qualifications

• Minimum 5 years of relevant experience in customer service operations, preferably in life insurance or financial services.
• At least 2 years of supervisory or team-leading experience in a frontline service environment.
• Hands-on experience with two or more customer service touchpoints (Voice, Text, Face-to-Face).
• Experience with service level monitoring, complaint handling, escalation and operational reporting.

Responsibilities

• Supervise day-to-day customer service operations across Voice, Text, and Face-to-Face touchpoints.
• Coordinate staffing, queue management and service recovery to ensure smooth operations.
• Monitor service levels, turnaround time, productivity, quality and first-contact resolution; act on gaps.
• Coach frontline staff and support onboarding, training and capability development.
• Handle escalated enquiries, complaints, and incidents with timely resolution and stakeholder engagement.
• Prepare regular operational reports and provide practical recommendations to the Manager.

Skills

Customer Service Ops

Staff Supervision

CRM Systems

Data Analysis

Stakeholder Coordination

Quality Monitoring

Multi-Channel Ops

Education

Bachelor’s degree in Business Admin/Management/Insurance

IIQE Papers 1,3,5

Tools

CRM software

Live chat tools

Phone systems

Job description

CTF Life in Hong Kong is seeking an experienced Customer Service Operations Supervisor to oversee day-to-day activities across Voice, Text and Face-to-Face channels. You will supervise frontline teams, monitor service quality, handle escalations and drive continuous improvements.

You will coach staff, support onboarding and training, and collaborate with Policy Administration, Claims, Underwriting and other teams to meet customer outcomes in a fast-paced environment.