Assistant Manager, Client Service Delivery
On-site · Hung Hom, Kowloon City, Hong Kong or Kowloon, Hong Kong
Job Summary
Oversee client service activities to ensure service levels and turnaround times while maintaining high service quality. Lead manpower/resource planning to optimize team productivity and KPIs; collaborate with frontline staff to identify and implement process-improvement initiatives; foster a client-centric culture built on trust, communication, collaboration, and accountability. Design and deliver onboarding and training for new joiners to improve retention; analyze call data to identify trends and gaps, and prepare performance reports for senior management. Lead cross-functional initiatives to enhance client experience and strengthen sales enablement, coordinating with internal stakeholders on scope, timelines, and deliverables. Requires university degree with IA license and 5+ years in client service with supervisory experience; strong English and Mandarin, excellent communication, attention to detail, integrity, and professionalism; proficiency in MS Office and Chinese word processing.
Required Qualifications
- University degree in any discipline with IA license in paper 1, 3 & 5 pass
- At least 5 years in Client Service including 2–3 years at supervisory level
- Solid understanding of insurance and financial services products and operations
- Strong command of English and Mandarin
- Telephony and customer interaction skills
- Proficiency in MS Office (Excel, Word, PowerPoint, Access)
- Proficient in Chinese word processing
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