Senior Manager, Customer Service

Manulife/John Hancock

Hong Kong

Hybrid

HKD 900,000 - 1,200,000

Full time

4 days ago

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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

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.

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 hr@manulife.com.

Working Arrangement Hybrid

We're Manulife. And we're on a mission to make decisions easier and lives better. Better is what drives us. It's what inspires us to find new ways to support customers and colleagues in living longer and healthier lives. It's the reason we're dedicated to investing in digital innovation and industry-leading AI, and accelerating a sustainable and economically inclusive future. Joining us means you'll be empowered to learn and grow your career. We'll recognize and support you in a flexible environment where well-being and inclusion are more than just words. And as part of our global team, you'll help shape the future you want to see – and discover that better can take you anywhere you want to go.

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