Director / Associate Director, Customer Services – Insurance

ConnectedGroup

  • Hong Kong Island, Hong Kong
  • Permanent
  • Full-time
  • 16 days ago
Our client, a well-established insurance company, is seeking a senior leader to oversee their customer contact centre operations. This role plays a key part in driving service excellence, transformation, and stakeholder engagement across the business.Responsibilities:
  • Lead and motivate customer service teams to achieve performance targets and foster a collaborative environment
  • Design and implement strategies to enhance customer experience and operational efficiency
  • Analyze service metrics and apply data-driven improvements
  • Champion transformation initiatives and encourage digital adoption
  • Communicate change effectively and align teams with strategic goals
  • Strengthen relationships with internal stakeholders to optimize customer journey
  • Utilize customer insights to guide business decisions and service enhancements
Requirements:
  • Bachelor’s degree with over 15 years of experience in customer service and contact centre operations
  • Minimum 8 years in leadership roles within the insurance or banking sector
  • Fluent in both spoken and written English, Chinese and Mandarin
  • Holder of the license of Insurance Authority (IA) (Paper 1,2,3,5) or Mandatory Provident Fund Schemes Authority (MPFA) (Paper 4) qualification will be an advantage
  • Strong communication, customer-centric mindset, and problem-solving abilities
  • Proven leadership and team-building capabilities with a collaborative approach
  • Strategic thinker with resilience and a passion for service excellence
If you are interested in this role, please click “APPLY” or send your updated CV to me at . Only the shortlisted candidates will be notified. All personal data collected will be kept strictly confidential and will be only used for recruitment purposes.

ConnectedGroup