Manager Customer Service - HSBC Insurance

  • Competitive
  • Hong Kong Hong Kong Hong Kong HK
  • CDI, Plein-temps
  • HSBC
  • 19 mai 18 2018-05-19

Manager Customer Service - HSBC Insurance

Some careers grow faster than others.
If you're looking for a career that will give you plenty of opportunities to develop, join HSBC and your future will be rich with potential.

HSBC Insurance provides a comprehensive range of life products and services to suit the every possible need of our personal, commercial, corporate, institutional and private banking customers. As a leader in new life insurance business and Hong Kong's largest administrator of retirement schemes, the business serves this diverse client portfolio from its management offices in Hong Kong and through a wide network of banking, consumer finance and insurance subsidiaries throughout the Asia-Pacific region.

We are currently seeking a high caliber professional to join our team as Manager Customer Service .

Principal responsibilities

  • Work with Retail Banking Contact Centre to direct and manage hot line resources and quality for inquiries of personal life insurance business of Insurance Hong Kong and Hang Seng Insurance Company Limited to provide hassle free, high responsive support via phone services and to meet the Service Level Agreement.
  • Direct and manage the onshore Customer Service escalation teams to support Contact Centre hot line teams on complicated enquires.
  • Work with Insurance Hong Kong, Complaint Resolution Team, and Hang Seng Insurance Company Limited , Customer Relations, Quality Assurance Department and Insurance Operations Dept, on operations related complaints.
  • Support and work with Retail Banking Contact Centre and Business and Business Process Team for global and local initiatives and projects.
  • Set policy and processing guidelines to ensure that customer requests are processed in accordance with the group operational guidelines and regulatory requirements.
  • Formulates and develops strategies related to customer service in order to achieve client satisfaction through continuous improvement
  • Develop and lead staff in achieving corporate standards of performance, achieve, maintain extraordinary levels of customer satisfaction and succession planning
  • Enhance and improve overall communication with other departments, frontline in providing customer and policy administration services


Qualifications
Requirements
  • ​University graduated in either Business Administration or Bachelor of Science
  • Insurance Qualification preferred, such as FLMI and ACS
  • Solid years of experiences in Life Insurance Customer Services, preferably in Contact Centre
  • Excellent communication and interpersonal skills
  • Fluent in English & Chinese, both written and spoken
You'll achieve more when you join HSBC.

Candidate with less relevant experience or skills may be offered a lower Global Career Band than stated above.

HSBC is committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within an inclusive and diverse environment. Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.