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Customer Service and Process Senior Manager - up to 70k

Robert Half Hong Kong
Hong Kong, Hong Kong
Closing date
Jun 10, 2024

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Job Function
Industry Sector
Finance - General
Employment Type
Full Time
The Company

Our client is an international insurance company, they are currently looking for a Customer Service Assistant Manager or Manager to join their Call Centre department.

The Role

In interesting opportunity for talents with strong customer service and call centre experiences, to step into a more project related role.
  • Support department head in developing programs and roadmaps pivoting a human center contact center for servicing customers and distributors.
  • Review, design and execute changes to internal processes, eliminate redundant tasks and drive digital processes for the benefits of customer and staff experience.
  • Recognize customer needs and expectation to revamp and modernize contact center systems with a focus on customer experience and human center process.
  • Design customer journey via IVR and Chatbot, optimize the usage of IVR self-serve functions and promote STP.
  • Employ data to identify improvement opportunities and establish actions plan for service and process transformation.
  • Partner with Transformation Team to facilitate the successful implementation of Digital Customer Leader Agenda for Contact Center.
  • Assist in monitoring hiring progress, FTE trend, cost forecast, KPI performance; and prepare management updates material and presentation.
  • Lead review meetings, deliver regular communications regarding center performance progress, area of attention and expected improvement actions.
  • Work with team heads from different workstreams under contact center for capacity planning, CSO scorecard and workforce management.
  • Facilitate staff engagement for energizing a diverse team and promoting a positive work environment.
Your Profile
  • Degree holder, with minimum 8+ years of experience in Financial Institutions.
  • Background in customer journey design, contact center/operations management, digital transformation, or process re-engineering.
  • Experience in insurance industry and agency servicing would be an advantage.
  • Highly self-motivated, independent with collaborative mindset, exceptional interpersonal and critical reasoning skills to influence and coordinate with diverse teams.
  • Excellent presentation and communication skills, with the ability to convey complex ideas to a wide range of stakeholders in English and Cantonese.
  • Strong in problem solving, logical and structured, comprehend complex situations for effective solutions and alternatives.
  • Knowledge of Contact Center technology, ie. Salesforce, Amazon Connect, Chatbot, Voice-bot, Live chat, Workforce Management tools.
Apply Today

To apply online (Word attachment only), please click the 'Apply' button. Please note that only short-listed candidates will be contacted.

By clicking 'apply', you give your express consent that Robert Half may use your personal information to process your job application and to contact you from time to time for future employment opportunities. For further information on how Robert Half processes your personal information and how to access and correct your information, please read the Robert Half privacy notice: Please do not submit any sensitive personal data to us in your resume (such as government ID numbers, ethnicity, gender, religion, marital status or trade union membership) as we do not collect your sensitive personal data at this time.

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