Mô tả công việc
Service Hub Management (Call Center)
- Lead and manage daily Service Hub operations to ensure consistent, high-quality outbound customer engagement. Ensure calls meet quality standards, tone, and service expectations.
- Drive customer nurturing and premium reminder activities to improve persistency. Ensure proactive engagement across the customer lifecycle.
- Monitor performance and optimize productivity and effectiveness of the team. Use data insights to refine calling strategies and improve outcomes.
Customer Experience & Persistency Enhancement
- Develop calling strategies and scripts to improve customer experience. Enhance trust and perception of company care.
- Drive initiatives to improve renewal and persistency rates. Identify gaps and implement targeted retention actions.
Project Management (Operations & Digital Initiatives)
- Lead operational and digital projects. Ensure alignment with business needs and practical impact.
- Plan, track, and coordinate project execution. Maintain timeline visibility and manage risks effectively.
Cross-functional Coordination
- Coordinate across PD, Ops, IT and other stakeholders. Ensure alignment and smooth execution.
- Resolve issues and bottlenecks. Minimize delays and ensure delivery continuity.
Process & Operational Effectiveness
- Identify and improve process gaps. Simplify workflows and remove inefficiencies.
- Support adoption of new systems and tools. Ensure scalability and sustainability.
Team Leadership & Capability Building
- Lead and develop a performance-driven team. Build discipline, accountability, and customer mindset.
- Set KPIs and monitor performance. Ensure consistent delivery and improvement.
- Coach team on communication and service quality. Improve efficiency and customer experience.
Required Qualifications
- 6–10 years in operations / customer engagement; project experience required.
- Customer focus, execution excellence, project management, stakeholder coordination, leadership.
- Insurance / financial services is an advantage.
Preferred Qualifications
- Customer-Centric Thinking
- Strong Execution & Delivery
- Project Management
- Stakeholder Coordination
- Problem Solving & Continuous Improvement
- Team Leadership
- Technical Skills: MS Office, CRM/calling systems, exposure to digital projects preferred.
When you join our team
- We’ll empower you to learn and grow the career you want.
- We’ll recognize and support you in a flexible environment where well‑being and inclusion are more than just words.
- As part of our global team, we’ll support you in shaping the future you want to see.
About Manulife and John Hancock
Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit https://www.manulife.com/en/about/our-story.html.
Working Arrangement
In Office