Senior Manager, Customer Service

Manulife group; Hong Kong; Hybrid; HKD 420,000 - 680,000; Full time

Benefits offered by this job

Competitive salary

Growth opportunities

Flexible work policies

Professional development

Job summary

Manulife Hong Kong is seeking a Senior Manager, Customer Service to lead a customer-centric team delivering service excellence to millions of users daily.

You will monitor performance, stay abreast of regulatory changes, and coordinate with other departments to resolve cases and streamline workflows, while guiding the team toward improved customer experience and compliant operations.

Qualifications

• University graduate in business, finance, language studies or related fields.
• Strong interpersonal and written/verbal Chinese and English communication.
• 5+ years’ solid experience in complaint handling, preferably in insurance and financial institutions; supervisory experience a plus.
• Qualified license of IIQE Paper 1, 3 and 5.

Responsibilities

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

Skills

Interpersonal communication

Bilingual Chinese/English

Education

University graduate in business, finance, language studies or other relevant subjects

Job description

The Opportunity

The customer is the focus of everything we do, and millions of end users rely on our products daily. We believe in the value of empowering Senior Manager, Customer Service with the resources to solve critical problems for the future of our business, which is why we need you.

What motivates you?

• You obsess about customers, listen, engage and act for their benefit
• You think big, with curiosity to discover ways to use your agile mindset and enable business outcomes
• You thrive in teams, and enjoy getting things done together
• You take ownership and build solutions, focusing on what matters
• You do what is right, work with integrity and speak up
• You share your humanity, helping us build a diverse and inclusive work environment for everyone

We are looking for someone with:

• University graduate in business, finance, language studies or other relevant subjects
• Good interpersonal and communication skills in verbal and written Chinese and English
• Above 5 years’ solid experience in complaint handling, preferably in insurance and financial institutions, advantage with supervisory experience
• Qualified license of IIQE Paper 1,3 and 5

On the job you will:

• Monitor the team’s performance to achieve company goal
• Monitor and keep abreast of the regulatory environment to ensure policy and process
  compliance in all aspects of service experience team operations
• Work with other departments for case resolutions and streamline the workflow to enhance customer experience
• Handle ad hoc tasks and projects

What can we offer you?

• A competitive salary and benefits packages.
• A growth trajectory that extends upward and outward, encouraging you to follow your passions and learn new skills.
• A focus on growing your career path with us.
• Flexible work policies and strong work-life balance.
• Professional development and leadership opportunities.

Our commitment to you

• Values-first culture
• We lead with our Values every day and bring them to life together.
• Boundless opportunity
• We create opportunities to learn and grow at every stage of your career.
• Continuous innovation
• We invite you to help redefine the future of financial services.
• Delivering the promise of Diversity, Equity and Inclusion
• We foster an inclusive workplace where everyone thrives.
• Championing Corporate Citizenship
• We build a business that benefits all stakeholders and has a positive social and environmental impact.

Learn more about opportunities with us at www.manulife.com/en/careers/why-join-us.html

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit https://www.manulife.com/en/about/our-story.html.

Manulife is an Equal Opportunity Employer

At Manulife/John Hancock, we embrace our diversity. We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law.

It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process, contact [e-mail].

Working Arrangement

Hybrid