Senior Manager, Customer Service

This role oversees daily contact centre operations, with a primary focus on managing the offshore hotline that supports Hong Kong Contact Centre performance outcomes. It plays a pivotal role in ensuring consistent, high-quality service delivery from offshore teams, which is essential to achieving service excellence in Hong Kong. By maintaining operational stability, driving continuous improvement, and strengthening customer experience, the role enables the offshore operation to be a trusted and integral part of the overall Hong Kong service model, while supporting ongoing transformation initiatives across the contact centre.

Position Responsibilities:

Hotline Services Management:

• Support the day-to-day management of hotline services, with a focus on the offshore service delivery supporting Hong Kong Contact Centre.

• Ensure offshore hotline service delivery consistently meets overall Contact Centre KPIs, including service level, quality, productivity, tNPS and customer satisfaction.

• Work closely with offshore management to foster a strong performance, accountability, and customer-centric culture.

• Act as an operational escalation point for service, people and performance-related issues arising from offshore hotline operations and ensure stable operations and consistent service standards.

Service Quality, Training & Performance Management:

• Oversee and support service quality management for offshore hotline services, including QA frameworks, monitoring and follow-up actions.

• Ensure offshore training, coaching, knowledge management and refresh programmes are aligned with Hong Kong service requirements, product changes and customer journeys.

• Review and analyse offshore performance data, including service level, quality scores, complaints, customer feedback and trend analysis.

• Drive and track performance improvement plans for offshore teams to address gaps and support business objectives as required.

Complaint Handling & Escalation Oversight:

• Provide oversight of customer complaints handled by offshore hotline teams, ensuring fair, consistent and timely handling.

• Act as an escalation point for complex, sensitive or higher-risk complaint cases arising from offshore service delivery.

• Monitor complaint trends linked to offshore hotline operations and identify root causes and systemic issues.

• Work closely with Complaint Handling, Business and Risk teams to support effective resolution and service improvement.

Cross-Functional Collaboration:

• Collaborate with business, marketing, project teams, and other key stakeholders to support new business initiatives, campaigns, and customer propositions from an operational and service perspective.

• Partner with relevant stakeholders to assess operational readiness for new initiatives, system enhancements, or process changes.

• Provide insight into customer journey design, service models, and contact centre impacts during project planning.

• Ensure the contact centre readiness for new launches through training, resource planning, and process alignment.

Strategic Planning & Continuous Improvement

• Contribute to contact centre strategy, operating model design, and medium- to long-term planning.

• Identify opportunities to enhance efficiency, service quality, risk controls, and customer experience.

• Support and contribute to transformation initiatives aligned with the company’s strategic priorities.

• Support annual planning, budgeting, and resource forecasting for offshore operations.

Required Qualifications & Experience:

• University degree, preferably in Business Administration, Finance, Management, or a related discipline. Qualifications in IIQE Papers 1, 3, and 5 are preferred.

• Minimum 10 years of customer service or contact centre experience, preferably within insurance / financial services.

• At least 5 years in a senior management or leadership role overseeing contact centre operations.

• Proven track record in contact centre management including offshore or outsourced teams, is considered an advantage.

• Strong experience in risk management, compliance governance, and operational controls.

• Experience partnering with Marketing and Project teams on business initiatives or transformation programs.

• Strong strategic thinking, problem-solving, and decision-making capabilities.

• Excellent stakeholder management and communication skills.

• Seasoned, customer-centric, and results-driven leadership style.

• Strong PC proficiency and experience with contact centre systems, CRM, and reporting tools.

• Excellent written and spoken communication skills in English, Cantonese and Mandarin

宏利金融有限公司是全球领先的金融服务提供商，致力于帮助大众轻松作出明智抉择，实现精彩人生。如欲了解更多关于我们的信息，请访问人寿保险-养老保险-健康保险-中宏保险官网 (manulife-sinochem.com).

宏利是平等機會僱主

在宏利／恒康，我們擁抱多元。我們致力於吸引、培養及挽留和所服務客戶同樣多元的員工，並從而營造包容的工作環境，接納文化和個體差異。我們矢志維持公平的招聘、挽留、晉升及薪酬制度，我們管理的所有實踐及項目不會因種族、血統、原籍地、膚色、族裔、國籍、宗教或宗教信仰、信仰、性別（包括懷孕及其相關情況）、性取向、遺傳特徵、退伍軍人身份、性別認同、性別表達、年齡、婚姻狀況、家庭狀況、殘疾或受適用法律保護的任何其他因素而區別對待。

我們的首要任務是消除障礙，為員工提供平等就業機會。人力資源部代表將盡力為應徵過程中提出要求的申請人提供合理協助。申請人要求提供協助所分享的信息將會按照適用法律及宏利／恒康政策儲存及使用。應徵過程中如需協助，請聯絡 hr@manulife.com。

Working Arrangement

混合办公