A Top Tier Life Insurer is hiring for a Senior Manager, Customer Service to specialize in developing and pivoting a human-centric Contact Centre.

Your Roles:

• Support and develop programs and roadmaps pivoting a human-centric contact centre
• Identify customer needs and expectations to revamp and modernize the systems with a focus on customer experience and human center process
• Design customer journey via IVR and Chatbot and promote STP
• Utilize data to identify improvement opportunities and establish actions plan for process excellence
• Supervise hiring progress, hiring trend, cost forecast, KPI performance and preparation for presentation
• Lead review meetings regarding performance progress and areas for improvement
• Work closely with team heads for capacity planning, CSO scorecard and workforce management
• Enhance team engagement for better collaborative environment

Your Requirements:

• Degree holder, at least 8+ years of experience in Financial Institutions
• Experience in customer journey design, contact centre / operations management, digital transformation, or process re-engineering particularly in insurance and agency servicing would be an advantage
• Influential, independent and good team player
• Excellent presentation and communication skills in both English and Cantonese

If you are interested in this role, please click “APPLY” or send your updated CV to me at rita.yu@connectedgroup.com. Only the shortlisted candidates will be notified. All personal data collected will be kept strictly confidential and will be only used for recruitment purposes.

For more job openings, please visit https://www.connectedgroup.com/

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