- Oversee the end-to-end operations flow for Group and Medical hotlines.
- Oversee the customer service team's KPIs and data analytics for management review.
- Manage the non-office-hour hotline outsourcing vendor
- Respond to enquiries from agency, HR and other stakeholders
- Handle projects and address system-related issues
- Act as SME for the agency and client, to participate in company projects actively, supporting the journey design and improvement reviews.
- Support post sales services to clients & agents in the areas of Policy Administration, Claims, and the Agency journey related to individual and group medical business.
- Manage Claims and PA hotlines for clients and agents, covering Individual and Group Medical Insurance products
- Handle escalation calls, addressing complaints, and assisting with walk-in customer queries related to daily operational issues
- Manage complaints from regulators and other channels, ensuring compliance with company guideline.
- Support operations and management in enquiries and report preparation
- Manage correspondence, ensuring timely replies to clients, and TAT control within the team
- Assist the senior manager in allocating proper resources on daily tasks
- Lead the team and manage workload (e.g. resource allocation based on demands)
- Oversee staff performance and development (including training, coaching, mentoring and regular feedback)
- Provide guidance to hotline staff on complex and non-standard cases
- Develop user manuals and guidelines
- Handle ad hoc assignments from management.
- Bachelor's degree in Life Insurance including FLMI (Fellow, Life Management Institute), ALHC (Associate, Life and Health Claims), ACS (Associate, Customer Service).
- Minimum 8 years of working experience in Employee Benefits (EB), Health, individual life insurance, or Claims Operations (preferably within the insurance/financial industry), with 4 years in a supervisory role
- IIQE (Paper 1, 2) qualifications are preferred.
- Fluent in written and spoken English and Chinese (including Putonghua)
- Exhibits excellent written and presentation skills, comfortable communicating with individuals across all levels and articulating to senior management.
- Possesses strong knowledge and experience of best practices in building and maintaining customer relations and experience.
- Has a good understanding of the behavior and practice of salespeople from different distribution channels
- Possesses strong people management skills
- Able to work under tight schedules while maintaining high-quality deliverables.
- Driven by a customer-centric and people-focused approach, with a strong commitment to teamwork.
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Prudential plc Hong Kong, 香港 全职Prudential's purpose is to be partners for every life and protectors for every future. Our purpose encourages everything we do by creating a culture in which diversity is celebrated and inclusion assured, for our people, customers, and partners. We provide a platform for our peop ...
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Assistant Manager, Group Administration - Hong Kong, 香港 - Prudential plc
描述
Prudential's purpose is to be partners for every life and protectors for every future. Our purpose encourages everything we do by creating a culture in which diversity is celebrated and inclusion assured, for our people, customers, and partners. We provide a platform for our people to do their best work and make an impact to the business, and we support our people's career ambitions. We pledge to make Prudential a place where you can Connect, Grow, and Succeed.
Job Responsibilities:
Job Requirements:
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Hong Kong的Assistant Manager, Group Administration从业者
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Leung Ting Duncan Lau
Property and Hospitality Management Professional