Responsibilities:

Performance Management

• Oversee the operations of Customer Service Center to ensure delivery of quality one-stop service and achieve departmental goals to uplift the Turnaround time, maintain efficiency, and enhance the customer experience;
• Define departmental goals and different service benchmarks.  Establish regular and systematic monitoring system / management control tools to review the predefined KPIs and compare the market trend so as to maintain the market competiveness;
• Implement One-Stop Quality Service in all service centers,  especially on Customer Service Center, ensure the “Case Manager” Service so as to handle and process most of the cases instantly within a short and pre-defined benchmark;
• Ensure all tasks, projects, workflows, even system enhancement are well planned and well implemented so as to meet the service objectives and business changes;
• Ensure operation procedures are in compliance with proper documentation. In accordance with Customer Centricity, identify possible ways that all workflow can be further simplified and streamlined;
• Explore more opportunities and implement more value added services, including empowerment and authority so as to provide one-stop comprehensive solution to all customers;
• Define and implement Quality Assurance mechanism, training, rewarding system to encourage the service quality;
• Ensure the security and privacy control in different processed by implementing proper control mechanism and periodic audit;
• Share best practice and resources between different frontline teams so as to gain synergy in enhancing the operation efficiency and uplifting the service and human quality;
• Explore different iSolution or automation to enrich the service model;
• Liaise and coordinate with all other parties concerned in resolving customers’ complaints and drives for service improvement

People Management

• Lead and manage teams in order to enhance employee competencies, engagement and performance level towards realization of Company’s Mission and Operating Principles;
• Train and develop a high professional workforce through providing clear directions, guidance, coaching and positive reinforcement;
• Drive, lead, and cultivate a service culture environment in Customer Service team so that the staff can internalize their values to serve the customers;
• Develop and motivate staff and fully explores their potential;
• Shape the right environment with appropriate reward/appreciation system and staff career development plan so as to maintain and uplift the employee engagement;
• Build up a strong second layer with comprehensive technical knowledge to support the daily operation

Strategic Planning

• Support any service strategic initiatives and projects under the Company strategies;
• Explore more initiatives to increase the productivity, operation effectiveness, quality and customer satisfaction of different touch points such as straight through process, system enhancement, and process reengineering;
• Establish and implement best practice across all business activities for our customers, to make customer service one of the major competitive advantages of the Company;
• Execute ad-hoc projects / campaign in a professional manner when required in order to achieve the business objective within the project / campaign timeline  

Budget and Resources Planning

• Exercise proper control in operating and budgetary cost;
• Ensure the work force are best utilized and productive by deploying effective operating models and methodologies in meeting all service KPIs   

Requirements:

• Tertiary education graduate with at least 10 years’ relevant experience, of which 6 years to be in managerial positions;Experience in managing customer service operation with more than 20 staff;
• Experience in working in insurance companies is a must requirement;
• Having insurance license.