Assistant Manager, Channel Communication & Engagement

We are seeking an Assistant Manager, Channel Communication & Engagement to join our team. This role reports to the Associate Director of Policy Servicing Team and will be primarily responsible for providing support to channels in handling special requests, appeals and complicated cases.

Job Responsibilities:

• Handle and resolve policy servicing related special requests, appeals and complicated cases from distribution channels. Build, cultivate and maintain strong relationships with distribution channels in day-to-day operation.
• Establish rapport with agencies through branch visits, live-streaming training sessions, focus groups to promote key service initiatives, reinforce policy administration guidelines and procedures, and share best practices.
• Follow up on customer feedback received from customer transactional survey, identify operational gaps and collaborate with key stakeholders in Operations and customer experience team to improve tNPS and rNPS.
• Assist line manager to optimise service excellence to agencies by identifying gaps, reviewing feedback and recommending service improvement solutions to management. Collaborate with internal functional teams to ensure seamless service delivery and enhance overall operational effectiveness.
• Coordinate with relevant teams to prepare and conduct external/internal audit of policy administration process.
• Prepare regular management reports with data analytics to identify trends and drive areas of improvement.
• Prepare and review Standard Operation Procedure (SOP) for current procedure workflows.

Job Requirements:

• Bachelor’s degree in any discipline.
• Minimum 5 years proven working experience in policy service, customer service, channel management, or business development in insurance or banking industry.
• Good operational knowledge and experience in life insurance.
• Good knowledge and experience in best practices for building and maintaining customer service experience.
• Good understanding of the behaviour and practices of salespeople from different distribution channels.
• Passed IIQE Paper 1, 3 and 5 will be an advantage.
• Fluent in English and Chinese in both written and spoken. Good command of Mandarin.
• Good presentation and communication skills.
• Strong analytical, problem-solving, and multitasking abilities.
• Proficient in Microsoft Office.
• Optimistic and positive attitude.
• Able to work in growing agile and ambitious environment.
• Flexible and adaptable to change.