Assistant Customer Service Manager

Provide effective solutions to administrative & services enquiry of pension/MIM related products arising from customers via various service channels. Evaluate and identify opportunities continuously to drive process improvements to enhance customer’s experience.

Position Responsibilities:

• Provide effective solutions to enquiries/complaints via various service channels in a proactive and professional manner with tactful customer service skills.
• Ensure compliance with all relevant policies, procedures, and regulations.
• Ensure accuracy and compliance of all requests to be completed with good quality standards.
• Provide coaching and feedback to team members to help them improve their performance and achieve their individual goals for the team success.
• Maintain high levels of employee engagement and satisfaction by providing regular feedback, recognition, and opportunities for development and growth.
• Develop and maintain strong relationships with internal and external stakeholders, including customers and other departments within the organization.
• Cooperate with other teams and team members to ensure timely resolution of customer requests and problems.
• Support to management and recommend productivity/service improvements.
• Support ad-hoc tasks to achieve desired results of business needs.
• Partner with operations on new initiatives and identify efficiencies improvement opportunities
• Provide training or coaching to staff for service improvement.

Required Qualifications:

• Bachelor’s degree  in Business Administration, Communications, or a related field
• 5 years+ of experience in customer service environment, with at least 2 years+ in supervisor role
• Strong leadership and management skills, with a proven track record of achieving results through others
• Excellent communication, interpersonal, and customer service skills
• Fluency in English and Cantonese (Written & Read) 
• Excellent Excel, PPT, Word skills 
• Good teamwork spirit 

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.

Manulife is an Equal Opportunity Employer

At Manulife/John Hancock, we embrace our diversity. We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law.

It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process, contact hr@manulife.com.

Hybrid