# Contact Centre Operations Manager

**Company**: Manulife Financial Corporation
**Work arrangement**: hybrid
**Experience**: senior
**Job type**: full-time
**Category**: Operations
**Industry**: Finance

**Apply**: https://manulife.wd3.myworkdayjobs.com/en-US/MFCJH_Jobs/job/Hong-Kong/Senior-Manager--Customer-Service_JR26090276-1?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_e11c6471-451

## Description

This role oversees daily contact centre operations, with a primary focus on managing the offshore hotline that supports Hong Kong Contact Centre performance outcomes.

**Hotline Services Management:**

- Support day-to-day management of hotline services, focusing on offshore service delivery supporting Hong Kong Contact Centre.

- Ensure offshore hotline service delivery meets overall Contact Centre KPIs, including service level, quality, productivity, tNPS, and customer satisfaction.

- Foster a strong performance, accountability, and customer-centric culture with offshore management.

- Act as operational escalation point for service, people, and performance-related issues.

**Service Quality, Training & Performance Management:**

- Oversee service quality management for offshore hotline services, including QA frameworks and monitoring.

- Ensure offshore training, coaching, and knowledge management align with Hong Kong service requirements.

- Review and analyse offshore performance data to drive improvement plans.

**Complaint Handling & Escalation Oversight:**

- Provide oversight of customer complaints handled by offshore hotline teams.

- Act as escalation point for complex or sensitive complaint cases.

- Monitor complaint trends and identify root causes.

**Cross-Functional Collaboration:**

- Collaborate with business, marketing, and project teams to support new initiatives.

- Partner with stakeholders to assess operational readiness for new initiatives.

**Strategic Planning & Continuous Improvement:**

- Contribute to contact centre strategy and medium- to long-term planning.

- Identify opportunities to enhance efficiency, service quality, and customer experience.

**Required Qualifications & Experience:**

- University degree in Business Administration, Finance, Management, or a related discipline.

- Minimum 10 years of customer service or contact centre experience, preferably within insurance/financial services.

- At least 5 years in a senior management or leadership role overseeing contact centre operations.

- Proven track record in contact centre management, including offshore or outsourced teams.

- Strong experience in risk management, compliance governance, and operational controls.

## Skills

### Required
- contact centre management
- risk management
- compliance governance
- operational controls
- strategic planning

### Nice to have
- IIQE Papers 1, 3, and 5
- experience with contact centre systems, CRM, and reporting tools

---

Source: [Apply at manulife.wd3.myworkdayjobs.com](https://manulife.wd3.myworkdayjobs.com/en-US/MFCJH_Jobs/job/Hong-Kong/Senior-Manager--Customer-Service_JR26090276-1?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)