If you???re looking for a career where you can make a real impression, join HSBC and discover how valued you???ll be. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.
HSBC Life is a world-class institution where you can specialize in Insurance but enjoy the advantages that come with being part of a leading global international bank. Insurance is about people, and the promises they make. At HSBC Life we help deliver on these promises by providing a wide variety of life insurance products and services to our clients throughout the Asia-Pacific region.
Our employees enjoy a dynamic and innovative workplace and a world of opportunities to develop their careers in a high-profile growing business segment. We empower our team of high-performing individuals to build skills and explore new experiences to realize the full potential of being part of HSBC.
Together we pursue efficient ways of working. We harness the latest data and technology solutions to achieve meaningful outcomes for our clients. The protection we offer creates broad and lasting impact, helping clients to be healthier, more productive and more confident in their futures.
We are currently seeking a high calibre professional to join our team as an Assistant Manager, Customer Service.
Principal Responsibilities
To assist manager for the management and monitoring the Customer Service team for INHK business (Call Centre, Chat services and Customer Service Escalation team) to meet the required service standard
To assist manager for the management and control the Customer Service team to support HSIC customer correspondence and escalation service
Maintain effective communication with external and internal customers. Deliver fair outcomes for customers and support the orderly and transparent operation of financial markets
Support new projects in accordance with requirements set
To assist manager maintain sufficient and effective processes and controls identifying and mitigating risks and ensure timely escalation and resolution of all control issues and reputation risks
To assist manager arrange regular review the administration procedures within the section to ensure all activities are processed in the most effective means and remain most effective at all times Support on launch and expand the Virtual Underwriting capability designing and maintaining service levels, scripts, procedures and training
Initiate system enhancement for business growth and enhancing service efficiency
Requirements
Requirements
Solid working experience in customer service in life or medical insurance
Knowledge on life insurance products and back office operations
Proven and progressive experience preferably incorporating business operations management principles (including service quality, business control and continuous improvement activities etc.)
Excellent understanding of quality assurance, control, metrics and continuous improvement
Strong analytical skills to understand to translate, simplify and proritize the requirement as well as root cause analysis for remedial actions / preventive measures
Strong communication and interpersonal skills required, including the ability to form effective relationships and achieve influence at the most senior level in the organisation
Understand and interpret complex business and Hong Kong Insurance requirements (including regulatory requirements)
Ability to work within an environment of different cultures
You???ll achieve more when you join HSBC. http://www.hsbc.com/careers
HSBC is committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within an inclusive and diverse environment. Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.
Issued by The Hongkong and Shanghai Banking Corporation Limited.
