Senior Customer Care Manager

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 is a new generation of InsurTech that reimagining the industry with design and digital innovation. Our mission is to set new standards for insurance that puts customers first.

We are among the first batch of virtual insurers authorized by the Hong Kong Insurance Authority to provide insurance products purely through online channels. We pride ourselves on providing breakthrough innovations in products and services via our digital platform. We are currently offering Pet, Fire, Critical Illness and Home Insurance and expected to provide wider coverage to the general public in the coming year.

Want to join us and make a change? We are looking for a Senior Customer Care Manager to support us in a fast-paced environment.

If you are attentive to details and with good problem-solving skill, come and join our team!

What you will be doing:

• 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 enhancing service quality and productivity.
• Resolve complex customer cases effectively, aligning with company policies and procedures.
• Analyze customer complaints, feedback, and internal workflows to identify service gaps, recommending actionable improvements to systems and processes to exceed customer expectations.
• Oversee the customer service function, developing and implementing improvement plans for management, planning, and organization to enhance the Customer Care team’s performance.
• Develop and maintain resource forecasts to ensure adequate resources, aligning with customer expectations and business objectives.
• Stay informed on industry best practices and emerging technologies to drive continuous improvement in customer experience and satisfaction.

What we are looking for:

• Bachelor’s degree in any discipline
• At least 5-7 years’ solid experience in customer service management including experience in leading an Omni-Channel customer service operation
• Experience in General insurance industry and holder of IIQE paper 1 & 2 licenses
• Proficiency with customer service-related technologies and solutions, including CRM systems, data analytics, management reporting and presentation tools
• Demonstrated experience in leading service improvement projects, business analysis and process management
• Strong analytical, organizational and interpersonal skills
• Customer-centric mindset, attentive to details and a self-starter
• Ability to manage workloads independently, meet tight deadlines, and achieve goals with minimal supervision.