Our international network of employees, agents and distribution partners offers financial protection and wealth management products and services to millions of clients. We also provide asset management services to institutional customers. Funds under management by Manulife and its subsidiaries were approximately C$ 888 billion (US$663 billion) as at September 30, 2015. Our group of companies operates as Manulife in Canada and Asia and primarily as John Hancock in the United States. Manulife Financial Corporation trades as 'MFC' on the TSX, NYSE and PSE, and under '945' on the SEHK. Manulife can be found on the Internet at manulife.com.

 JOB DESCRIPTION

1. To lead CS team to meet the target of service excellence and persistency improvement

• Supervise CS’ operation and handle problems when arising
• Coach job performance of CS staff
• Have recommendation on job performance of CS staff, CS Representatives if necessary
• Automate reports of CS productivity
• Coordinate with POS, NB, CSU to simplify/enhance guidelines or workflows in CS daily jobs

2. Increase CS staff profile via staff development programs

• To be responsible for new product, procedure… training
• To conduct the Customer service skill training
• Encourage and Monitor job rotation/job transfer within CS team members
• Create recognition programs for individual/group having outstanding performance
• Conduct training course to raise job skills /management skills to CS staff)

3. Support staff in daily working)

• Support CS to reply clients’ inquiries about policy and admin procedures related to policy
• Support CSR to fulfill admin procedures according to clients’ requests
• Prepare monthly reports, evaluate the working result

4. Handle complaints of clients with excellent service and within service time

• Coordinate with Complaint Team to solve complaints of clients and make sure the handle with excellent service and within service time
• Attend management quarterly client complaint meeting to review quarterly client complaints and as scheduled

5. Coordinate with CS hotline to review client correspondence within service time

6. Risk control (manage self audit activities; control & filling all document of procedure, process, guideline;…)

JOB REQUIREMENTS

1. EDUCATION / TRAINING

• A good bachelor degree majoring in
• marketing, Finance, Business manageme

2. PROFESSIONAL / TRADE QUALIFICATION

• Preferably obtain some basic life insurance qualifications

3. COMPETENCIES

• Dynamic personality with good ability to interact with many people and various levels
• Systematic and structured to understand systems and processes
• Strong numeric activities
• Strong business acumen
• Ability to work hard and can work under minimum supervision

4. EXPERIENCE

• Work in insurance company for at least 5-7 years
• Bancassurance/other alternative distribution is preferred

5. COMPUTER PROFICIENCY

• Strong knowledge of Microsoft Excel, Powerpoint, Word and other designing software

DEADLINE : 31/1/2017

WORK LOCATION: District 7

                                                              ******IF YOU ARE INTERESTED IN THIS POSITION, PLEASE APPLY HERE *******