We are now seeking for a HEAD OF CUSTOMER SERVICE (INSURANCE)
- Define departmental goals and different service benchmarks. Establish regular and systematic monitoring system / management control tools to review the predefined KPIs and compare the market trend so as to maintain the market competiveness
- Ensure all tasks, projects, workflows, even system enhancement are well planned and well implemented so as to meet the service objectives and business changes
- Ensure operation procedures are in compliance with proper documentation. In accordance with Customer Centricity, identify possible ways that all workflow can be further simplified and streamlined.
- Explore more opportunities and implement more value added services, including empowerment and authority so as to provide one-stop comprehensive solution to all customers
- Define and implement Quality Assurance mechanism, training, rewarding system to encourage the service quality
- Ensure the security and privacy control in different processed by implementing proper control mechanism and periodic audit
- Share best practice and resources between different frontline teams so as to gain synergy in enhancing the operation efficiency and uplifting the service and human quality
- Explore different iSolution or automation to enrich the service model
- Liaise and coordinate with all other parties concerned in resolving customers' complaints and drives for service improvement
- Tertiary education graduate with at least 12 years' relevant experience, of which 8 years to be in managerial positions.
- Experience in managing customer service operation with more than 30 staff
- Experience in working in insurance companies is a must requirement
- Having insurance license
APPLY FOR THIS JOB
Interested candidate please CLICK apply button to apply online or send your resume in MS Word format to Hillman Ross Recruitment Solution Professional
Please note that only shortlisted candidate will be notified. All information will be treated in strict confidence and solely used for recruitment purposes.