Senior Manager, Customer Experience & Transformation

Manulife (International) Limited

我們是一家業界領先的金融服務供應商,致力於幫助全球客戶及同事實現「輕鬆智選,精彩人生」。從環境計劃到社群投資,我們所有的業務活動都以價值觀為本。只有助力員工實現成長,組織才會取得矚目成就,因為只有當員工身心健康、受到尊重、獲得鍛煉與考驗時,員工和組織才能相互成就、實現共贏。 立即瞭解您如何攜手製勝團隊發展您的職涯、發揮影響力並推動真正的變革。

Working Arrangement
混合式

職位描述
The Opportunity

At Manulife, our customers are at the centre of everything we do, and millions of them rely on our products each day. Which is why we believe in the value of empowering you, as Senior Manager, Customer Experience & Transformation, with the resources to solve critical problems for the future of our business.

We are seeking a self-motivated Senior Manager to join as a core member of the Customer Experience & Transformation team, supporting the implementation, management and continued growth of the Manulife Hong Kong & Macau Net Promoter System (NPS). Through NPS, you will play an important role in helping Manulife Hong Kong & Macau achieve its ambition to become a digital customer leader by building capabilities that drive a culture of customer obsession and deliver business outcomes.

Central to Manulife Hong Kong & Macau’s Customer Experience strategy, NPS ensures we listen to customers and agents, through surveys, customer and agent calls, and direct interactions at customer and agent service counters. The quantitative and qualitative feedback received helps us understand what our customers are doing, thinking and feeling throughout the customer journey, so we can identify the pain points and motivations that inform action planning across our business.

What motivates you?

  • You obsess about customers, listen, engage and act for their benefit
  • You think big, with curiosity to discover ways to use your agile mindset and enable business outcomes
  • You thrive in teams and enjoy getting things done together
  • You take ownership and build solutions, focusing on what matters
  • You do what is right, work with integrity and speak up
  • You share your humanity, helping us build a diverse and inclusive work environment for everyone

We are looking for someone with:

  • Excellent data analysis and charting skills
  • Ability to translate data into insight, and derive relevant actions from customer pain points
  • Confidence to ask questions and challenge the way we do things
  • Proactive attitude and growth mindset, able to adapt to change and demonstrate a desire to continually test, learn and improve
  • Excellent people and influencing skills to collaborate across different departments and build strong working relationships
  • Excellent organization and project management skills to manage regular reporting deadlines and keep track of follow-up actions across multiple teams
  • Good communication skills in English and Cantonese, including ability to read/write Traditional Chinese at a business level of proficiency
  • Experience with customer management systems or customer survey/feedback platforms
  • Experience in Financial Services/ Insurance Industry
  • Experience in any of the following functional areas:
    • Customer Experience
    • Customer Research
    • Project Management
    • Call Centre/Customer Support Operations
    • Product Support Operations

On the job you will:

Work closely with the Director of Customer Experience & Transformation to run the day to day of the Net Promoter System in the following two key areas:

Managing and Coaching NPS Inner Loops

  • Work with CX & Transformation Team to identify customer or agent points of transaction and create inner loops
  • Work with Director, CX & Transformation and Insights team to create, manage and update tNPS (Transactional NPS) and rNPS (Relationship NPS) surveys
  • Support in setting up new inner loops by training and educating teams on the Net Promoter System, and their roles and responsibilities as members of inner loops
  • Work with inner loop teams to ensure inner loop huddles run regularly
  • Proactively provide support and guidance to inner loops through coaching
  • Take regular measurement of internal employee NPS to keep track of engagement
  • Ensure all inner loop actions are documented and tracked for progress
  • Run internal NPS Recognition Program to maintain engagement and celebrate achievement
  • Set up and manage dashboards supporting trend analysis
  • Work with inner loops to analyze data and ensure proposed solutions are sound and address root causes

Reporting & Steering Committee support

  • Manage data reporting to regional and global teams
  • Support Director of Customer Experience & Transformation in the investigation, data and root cause analysis of complex, escalated CX issues
  • Work closely with CX & Transformation team and Insights team to analyze survey and operations data and identify key themes/issues
  • Provide presentation development and logistics support for Steering Committee meetings and regional submissions

Support the CX & Transformation team on other initiatives as needed

Our commitment to you

  • Our mission; to be a part of making Decisions Easier and Lives Better
  • A leadership team dedicated to your growth and success
  • A bold ambition and set of goals to be a leader in driving transformation in our industry
  • Our best. Every day.  
更多工作資料
薪酬 薪金面議
工種
  • 銀行 ‧ 金融服務 - 分析師
  • 銀行 ‧ 金融服務 - 投資服務
僱用形式
  • 全職
教育程度
  • 學士

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