Senior Customer Care Leader - InsurTech CX Excellence

AIFT; Hong Kong; On-site; HKD 420,000 - 660,000; Full time

Job summary

OneDegree, a pioneering InsurTech in Hong Kong, seeks a Senior Customer Care Manager to lead a fast-paced omnichannel team delivering top-tier service. You will coach staff, analyze service gaps, and drive continuous improvements in customer experience.

Ideal candidates have 5–7 years of leadership in customer care, a solid grasp of CRM analytics, and familiarity with regulatory requirements. Join a high-growth environment shaping online insurance solutions.

Qualifications

• Bachelor’s degree required.
• 5–7 years’ solid experience in customer service management including omni-channel.
• IIQE Paper 1 & 2 licenses required.
• Proficient in CRM, data analytics, management reporting and presentation tools.
• Demonstrated experience leading service improvement projects, business analysis and process management.
• Strong analytical, organizational and interpersonal skills.
• Customer-centric mindset, detail-oriented, self-starter.

Responsibilities

• Lead the Customer Care team to deliver professional advice and exceptional customer service, ensuring high service standards through regular service quality assessments.
• Provide training and coaching to ensure team members comply with internal policies and external regulatory requirements while improving service quality and productivity.
• Resolve complex customer cases effectively, aligning with company policies and procedures.
• Analyze customer complaints, feedback, and workflows to identify service gaps and recommend improvements.
• Oversee the customer service function, developing and implementing improvement plans for management and planning.
• Develop and maintain resource forecasts to ensure adequate resources aligned with customer expectations and business objectives.
• Stay informed on industry best practices and emerging technologies to drive continuous improvement in customer experience.

Skills

Customer service management

Omni-Channel support

Analytical thinking

Process improvement

Stakeholder management

Education

Bachelor’s degree

Tools

CRM systems

Data analytics

Management reporting

Presentation tools

Job description

OneDegree, a pioneering InsurTech in Hong Kong, seeks a Senior Customer Care Manager to lead a fast-paced omnichannel team delivering top-tier service. You will coach staff, analyze service gaps, and drive continuous improvements in customer experience.

Ideal candidates have 5–7 years of leadership in customer care, a solid grasp of CRM analytics, and familiarity with regulatory requirements. Join a high-growth environment shaping online insurance solutions.