Job Description: To handle hotline enquiries from customers and distribution channels regarding HKMCA’s product and services, and conduct post sales calls; To support customer service counters and handle written reply with respect to customer concerns and requests; To provide excellent end to end service with customer-oriented mindset and respond to customer feedback in a professional and timely manner; To provide appropriate solutions and alternatives, manage customer dissatisfaction and handle complaint cases as assigned by supervisors; To commit to departmental service standards and key performance indicators; To proactively study relevant industry trends, regulatory changes and make enhancement recommendations where necessary; and To perform ad hoc tasks as assigned by supervisors from time to time. Requirements: Degree holder in Business Management, Communications or related disciplines; Insurance Intermediaries Qualification Papers 1 & 3 is a must. Other professional insurance qualification (e.g. FLMI or ACS) is an advantage; A minimum of 3 years’ relevant experience in customer service and life insurance operations; Familiar with policies, guidelines and regulatory requirements for life insurance; Good command of both written and spoken English and Chinese, including Putonghua; Excellent customer-service mindset with effective interpersonal and communication skills; Strong sense of responsibility, detail-oriented, self-motivated, able to work under pressure and provide deliverables in a timely manner; and Strong analytical, problem solving and presentation skill. Interested parties please send your full resume stating your current and expected salary by 14 December 2023. Please visit https://www.hkmca.hk/eng/about_us/careers.html for other application methods. Please ensure that all information provided to the HKMC Group is accurate, complete and updated. Data provided which is inaccurate or incomplete may influence the process and outcome of the recruitment exercise. Please read the HKMC Group Personal Information Collection Statement for Job Applicants at the HKMCA website before completing the application form. Personal data collected will be used for recruitment purposes only. Candidates not invited for interview within 8 weeks may consider their application unsuccessful.

Well established international Asset Management Firm Excellent Career Opportunity Our client is an international asset management firm with an unparalleled reputation across the Asia Pacific region. With the continued growth of the organization, the need has arisen to recruit a high caliber candidate to join them. Responsible for partnering with the regional team leaders to design and implement world class customer management programs that leverage data and insights and are built for the customer. Accountable for implementing the global customer experience vision, strategic direction and subsequent delivery of longer-term holistic plans in the segment. As a change agent and help the segment identify, prioritize, and guide the implementation of the most impactful customer experiences, while aligning to global vision and strategy. Drive the development and execution of the strategy that centers around the customer, which includes a specific focus on the Service & Experience priority. The role includes driving transformational change in how to deal with the customer, focusing on delivery of an excellent customer experience while using technology to digitize the customer journey and provide a more user-friendly experience. Partner with regional leaders and customers to develop, design, and execute on winning customer experience vision and roadmap across all customer facing touchpoints. Utilize market knowledge, customer insights, data and logic to build out strategies and programs that will result in increased multi product holding, higher NPS and reduced attrition. Ensure teams deliver an excellent service experience across different product lines and ensuring lean processes so that the overall experience is improved through simplifications. To be considered, you should be a university graduate with a minimum of 10 years of relevant experience in financial industry. Proven record of delivering customer experience programs and initiatives. Ability to work in a complex environment providing simplification to the customer experience. Experience in the use of change management strategies, tools and techniques to influence adoption and execute change, and adaptability to lead in transformative environment. High level of data understanding and customer focused insight analysis- NPS, HCD and impact on business functions. Sound knowledge of emerging technology and business trends in the area of digitization and lean processing. Demonstrated ability to develop and implement multi-faceted strategies including omni-channel delivery of the customer experience. Strong verbal and written communication skills in English and Chinese. Interested applicants should send a detailed resume to Michelle Ho by email to [email protected] quoting reference eFC3527. (Applicants not contacted within 4 weeks should consider their application unsuccessful.)