Senior Manager/ Manager, Customer Service - Medical Insurance
- 70k + Bonus
- Hong Kong Hong Kong Hong Kong HK
- Permanent, Full time
- Stirling Andersen , EA Licence No: 16S8094
- 14 Jun 18 2018-06-14
Our client - a reputable Insurer in the market with great career path and company culture. We are seeking for a high caliber who has strong leadership, strategic planning and people management & development skills to join their rapid growing team and assisting Senior Management to manage and develop talents and business planning of the department.
The incumbent will be responsible for formulating service value propositions and internal policies that align with the business strategy of Customer Engagement. This includes defining the future post-sales operating model and formulating plan to deliver this via a simple, easy and customer centric Digital Operation Platform. He/she will lead a team of service professionals who are responsible for driving customer service focused problem resolution and operation initiatives that enhance customer experience at various customer touchpoints.
Act as a change agent to lead the business transformation to ensure operational improvement and efficiency
Support and accelerate a new post-sales quality initiative that measures performance from an external customer / broker perspective, including all upstream elements that contribute to claims, policy administration and customer service quality.
Drive improvement through all areas of the organization to demonstrate improved performance, reduced rework and increased customer/broker satisfaction.
Identify and establish metrics, benchmarks and key performance indicators (KPIs) in collaboration with the business leaders and other key stakeholders
Execute on key operational outcomes to ensure customer, broker and regulatory expectations met/exceeded in an innovation and effective fashion.
Collaborate with other business operation to develop Digital Operating Platform and assist with the design and rollout of products and relevant functions.
Build robust processes and deploy technology to enable a scalable and efficient operational model. Automate processes thereby minimizing dependency on manual tasks.
Conduct periodic review and audits of the outsourced vendors.
Bachelor’s degree with a minimum of 10 years of experience in insurance operations, including 5 years as a people leader
Solid organizational, management, administrative and human relations skills in a style which exhibits maturity, leadership and sensitivity and teamwork
Demonstrated strong planning, organization, leadership and change management capabilities
Ability to interpret data and translate findings into business opportunities
Ability to develop relationships across all levels of the Company, as well as externally
Demonstrated ability to influence others and utilize resources to accomplish tasks
Strong communication, interpersonal and presentation skills
Ability to work in ambiguous or new situations by demonstrating a structured approach to diagnosing the problem, analyzing alternatives, recommending and implementing best solutions
Ability to understand or define key success metrics and drive towards achieving them is a critical skill for this position
Strong ability to multi-task and work under pressure with tight deadlines, while working effectively with the team
Willing to travel to China for providing training and auditing of outsourced vendor