Senior Manager/ Associate Director, Service and Process

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.

Position Responsibilities:

• Support department head in developing programs and roadmaps pivoting a human centric 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, Chatbot, live-chat, 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.
• Lead review meetings, deliver regular communications regarding center performance progress, area of attention and expected improvement actions and prepare management updates material and presentation.
• Work with team heads from different workstreams under contact center driving performance outputs, capacity planning and improvement actions.

Required Qualifications:

• Degree holder, with minimum 8+ years of experience in Financial Institutions, experience in insurance industry and agency servicing would be an advantage.
• Background in customer journey design, contact center/operations management, digital transformation, or process re-engineering.
• Highly driven, self-motivated, work independently with strong curiosity and collaborative mindset; exceptional interpersonal and critical reasoning skills to influence and coordinate with diverse teams.
• Analytical and strong with numbers, excellent presentation 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 and data for effective solutions and alternatives.
• Knowledge of Contact Center technology, ie. Salesforce, Amazon Connect, Chatbot, Voice-bot, Live chat, Workforce Management tools.

When you join our team:

• We’ll empower you to learn and grow the career you want.
• We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words.
• As part of our global team, we’ll support you in shaping the future you want to see.