Job Description

Some careers have more impact than others. 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 a Manager Customer Service. Principal Responsibilities - Work with Retail Banking Contact Centre to direct and manage call center resources and quality for inquiries of life insurance business of HSBC Life to provide hassle free, high responsive support via phone and chat services and to meet the Service Level Agreement - Responsible for the management and control of the customer service team, ensuring the agreed service standards and quality are consistently met - Reflect the complaints of customers or bank staff to management for review or improvement of systems or administrative procedures - Prepare monthly report to management regarding hotline’s performance - People Management - 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.