Senior Manager/Associate Director, Service and Process

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

The Opportunity

The customer is the focus of everything we do, and millions of end users rely on our products daily. We believe in the value of empowering Senior Manager/ Associate Director, Service and Process with the resources to solve critical problems for the future of our business, which is why we need you.

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:

  • 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.

On the job you will:

  • 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.

What can we offer you?

  • A competitive salary and benefits packages.
  • A growth trajectory that extends upward and outward, encouraging you to follow your passions and learn new skills.
  • A focus on growing your career path with us.
  • Flexible work policies and strong work-life balance.
  • Professional development and leadership opportunities.

Our commitment to you

  • Values-first culture
  • We lead with our Values every day and bring them to life together.
  • Boundless opportunity
  • We create opportunities to learn and grow at every stage of your career.
  • Continuous innovation
  • We invite you to help redefine the future of financial services.
  • Delivering the promise of Diversity, Equity and Inclusion
  • We foster an inclusive workplace where everyone thrives.
  • Championing Corporate Citizenship
  • We build a business that benefits all stakeholders and has a positive social and environmental impact.
薪酬 薪金面議
  • 銀行 ‧ 金融服務 - 一般 · 其他
  • 全職
  • 長期
  • 學士
  • 五天工作週
  • 生日假
  • 豐厚薪酬
  • 牙科計劃
  • 彈性花紅
  • 考試假
  • 額外產假
  • 彈性工時
  • 保險計劃
  • 醫療計劃
  • 穿梭巴士


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