About the role
The primary objective of this role is to ensure sustainable operational excellence across all assigned touchpoints through structured governance, workforce planning, and continuous service improvement
The Manager is accountable for achieving service KPIs, enhancing service efficiency, and leading frontline transformation initiatives aligned with the Operation’s Contact Center strategy
This role supports the evolution toward a more integrated and performance-driven service model
What the role is?
Touchpoint Governance & Performance Accountability
- Own SLA, accessibility, productivity, complaint ratio, and service quality performance across Hotline and Counter channels
- Establish structured KPI monitoring and management reporting
- Ensure compliance with operational standards and service policies
Workforce Planning & Resource Optimization
- Lead manpower planning and cross-channel resource allocation
- Optimize team deployment to improve efficiency and cost effectiveness
- Anticipate demand patterns and adjust capacity strategy accordingly
Service Integration & Continuous Improvement
- Standardize SOPs, QA frameworks, and service practices across touchpoints
- Identify systemic service gaps and drive structured improvement initiatives
- Lead root cause analysis and implement corrective actions
Transformation & Change Leadership
- Champion and lead the execution of service model transformation initiatives
- Lead frontline adoption of new processes, systems, and digital initiatives
- Support channel shift and service modernization efforts to ensure sustainability of change
People Leadership & Capability Development
- Develop and coach Team Leads and frontline supervisors
- Build succession bench and strengthen leadership pipeline
- Foster a culture of accountability, engagement, and performance excellence
Who we look for?
- Bachelor's degree in related field preferred but not mandatory
- Minimum 8 years of experience in life insurance, with at least 3 years at management level
- Good command of both written and spoken English and Chinese (including Putonghua)
- Good communication and interpersonal skills
- Solid experience in customer services, preferrable in contact centre operationsPass in IIQE paper 1, 3 and 5.
- Good leadership and people management skills with the ability to motivate teammates
- Good interpersonal and communication skills to liaise with different stakeholders for best solutions to customer
- Positive to changes and able to work under pressure
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.