What the role is?

Customer Service Operations Management

• Lead and manage day-to-day customer service operations across assigned servicing channels and service locations.
• Ensure service levels, productivity, quality, and customer experience targets are achieved.
• Monitor operational performance and implement corrective actions where necessary.
• Manage service escalations and support resolution of complex customer cases.

Team Leadership and People Development

• Lead, coach, and develop frontline service teams to achieve business and service objectives.
• Foster a customer-centric culture and promote service excellence.
• Conduct performance management, coaching, and capability development activities.
• Support workforce planning, resource allocation, and succession planning.

Customer Experience and Service Improvement

• Identify service gaps, operational pain points, and customer experience improvement opportunities.
• Support implementation of customer experience enhancement initiatives.
• Review customer feedback, complaints, and service trends to drive continuous improvement.
• Collaborate with Quality Assurance and Voice of Customer functions to improve service outcomes.

Stakeholder Management

• Partner with internal stakeholders including Underwriting, Claims, Policy Administration, Distribution, Compliance, and Technology teams.
• Support cross-functional initiatives to improve end-to-end customer journeys.
• Participate in governance meetings and provide operational insights and recommendations.

Service Transformation and Digital Adoption

• Support service transformation initiatives, digital servicing enhancements, and process automation projects.
• Champion adoption of new servicing tools, technologies, and operational practices.
• Contribute to continuous improvement and future service model development.

What we look for? 

• Bachelor’s degree in business administration, Management, Insurance, Customer Service, or related disciplines.
• Minimum 5 years of relevant experience in customer service, insurance operations, policy administration, or contact center operations.
• Holder of valid Insurance Intermediary qualifications and registration (IIQE Papers 1, 3 and 5)
• LOMA certification and/or FLMI designation highly preferred.
• Strong knowledge of life insurance operations, policy administration, customer service, and post-sales servicing processes.
• Good understanding of customer experience management, service excellence, and customer journey improvement.
• Strong stakeholder management, communication, and influencing skills.
• Strong analytical, problem-solving, and decision-making capabilities.
• Experience in service quality management, complaint handling, and customer escalation management.
• Familiarity with digital servicing platforms, workflow systems, CRM, contact center technologies, or service automation initiatives would be an advantage.
• Ability to lead teams and manage change in a dynamic business environment.
• Customer-focused, proactive, and results-oriented mindset.
• Fluent in written and spoken English and Chinese (Cantonese and Putonghua).

Personal Information Collection Statement

At Chow Tai Fook Life Insurance Company Limited (“the Company”) we respect the privacy of your personal data and are committed to fully complying with the Personal Data (Privacy) Ordinance (“the Ordinance”).

The personal data that we collect and/or hold (whether contained in this application form or otherwise obtained) includes your personal details, contact information, education and training details, employment details, financial details, and information on your social circumstances.

Provision of personal data by you is mandatory for selection purposes. Personal data collected through this application will be used by the Company to assess your suitability to assume the job duties of the position for which you have applied. The Company may not be able to process your application if you fail to provide your personal data.

Applicants not contacted within four weeks after the interview / test may consider their application unsuccessful. The information provided will be kept for 2 years for consideration of other suitable posts.