Senior Customer Service Leader: Drive Experience & Growth

Manulife/John Hancock; Hong Kong; Hybrid; HKD 900,000 - 1,200,000; Full time

Benefits offered by this job

Competitive salary

Flexible working

Professional development

Job summary

Manulife/John Hancock Hong Kong is seeking a Senior Manager, Customer Service to lead a high-performing team focused on delivering exceptional customer outcomes. You will monitor performance, drive process improvements and work with other departments to resolve cases efficiently.

The role requires strong people skills, 5+ years in complaints handling in financial services, and IIQE licenses; you will operate in a fast-paced, compliant environment with hybrid work options and growth opportunities.

Qualifications

• Minimum 5 years of experience in complaint handling, preferably in insurance and financial institutions.
• IIQE Paper 1, 3 and 5 license is required.

Responsibilities

• Monitor the team’s performance to achieve company goals.
• Monitor regulatory environment to ensure policy and process compliance in all service operations.
• Collaborate with other departments to resolve cases and streamline workflows to enhance customer experience.
• Handle ad hoc tasks and projects.

Skills

Interpersonal skills

Bilingual Chinese/English

Education

University degree in business/finance/languages

Job description

Manulife/John Hancock Hong Kong is seeking a Senior Manager, Customer Service to lead a high-performing team focused on delivering exceptional customer outcomes. You will monitor performance, drive process improvements and work with other departments to resolve cases efficiently.

The role requires strong people skills, 5+ years in complaints handling in financial services, and IIQE licenses; you will operate in a fast-paced, compliant environment with hybrid work options and growth opportunities.