Assistant Manager, Customer Services

Company description:

Chow Tai Fook Life Insurance Company Limited ("CTF Life") is proud of its rich, 40-year legacy in Hong Kong. CTF Life is a wholly-owned subsidiary of CTF Services Limited and one of the most well-established life insurance companies in Hong Kong. As a member of Chow Tai Fook Enterprises Limited, CTF Life consistently strengthens its collaboration with the ecosystem of the Cheng family ("Chow Tai Fook Group" or "the Group") to support customers and their loved ones in navigating life's journey with personalised planning solutions, lifelong protection and diverse lifestyle experiences. By leveraging the Group's robust financial strength and strategic investments across the globe, CTF Life aspires to become a leading insurance company in Asia while continuously creating value beyond insurance.

Job description:

This role plays a key part in driving frontline service excellence and continuous improvement within Customer Services. The successful candidate will lead a small customer service hotline team to ensure the achievement of service, quality and productivity standards, while taking ownership of service quality monitoring, customer insights and customer experience enhancement initiatives. Working closely with the Transformation Manager, the role will translate frontline observations and customer feedback into practical improvements that strengthen service delivery, improve customer journeys and enhance overall service experience.

What the role is?

Hotline Team Leadership & Operations

• Lead and coach a small frontline hotline team to achieve service, productivity and quality objectives.
• Monitor daily team performance, attendance, service levels and case handling.
• Provide coaching, case guidance and escalation support to frontline staff.
• Support manpower deployment and operational continuity when required.

Service Quality & Assurance

• Support and enhance the Customer Service quality assurance framework across servicing channels.
• Conduct service monitoring, quality reviews and coaching, and identify recurring service gaps.
• Develop practical improvement actions based on quality findings and frontline observations.
• Promote consistent service standards and customer-centric behaviours.

Voice of Customer & Customer Experience

• Support Voice of Customer programmes, customer feedback analysis and service insight reporting.
• Identify customer pain points, root causes and improvement opportunities.
• Work with servicing teams to convert customer feedback into measurable service improvements.
• Support service recovery and customer experience enhancement initiatives.

Continuous Improvement & Service Transformation

• Support operational improvement, process simplification and digital servicing initiatives.
• Participate in cross-functional projects affecting Customer Service and customer journeys.
• Support adoption of new servicing tools, processes and operating practices.
• Provide frontline operational insights into service transformation initiatives.

Stakeholder Management

• Work with Claims, Underwriting, Policy Administration, Distribution, Technology and other Operations teams on customer servicing issues.
• Support cross-functional resolution of service pain points and recurring customer issues.
• Participate in service governance and provide customer / frontline insights.

What we look for?

• Degree holder with relevant experience in customer service, contact centre operations or service quality management, preferably in the insurance or financial services industry.
• Proven experience in leading, coaching or supervising a frontline customer service team.
• Strong knowledge of customer service operations, including service level management, quality assurance and frontline performance management.
• Experience in customer complaint handling, service recovery and customer escalation management.Good understanding of Voice of Customer (VOC), customer feedback analysis and customer journey improvement.
• Strong analytical, problem-solving and stakeholder management skills, with the ability to translate customer insights into practical improvement initiatives.
• Familiarity with CRM systems, contact centre platforms, digital servicing tools or service automation solutions would be an advantage.

Profile description:

Personal Information Collection Statement

At Chow Tai Fook Life Insurance Company Limited ("the Company") we respect the privacy of your personal data and are committed to fully complying with the Personal Data (Privacy) Ordinance ("the Ordinance").

The personal data that we collect and/or hold (whether contained in this application form or otherwise obtained) includes your personal details, contact information, education and training details, employment details, financial details, and information on your social circumstances.

Provision of personal data by you is mandatory for selection purposes. Personal data collected through this application will be used by the Company to assess your suitability to assume the job duties of the position for which you have applied. The Company may not be able to process your application if you fail to provide your personal data.

Applicants not contacted within four weeks after the interview / test may consider their application unsuccessful. The information provided will be kept for 2 years for consideration of other suitable posts.