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Senior Manager, Customer Engagement

Cigna Worldwide Life Insurance Co

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Senior Manager, Customer Engagement

Lead (more than 10 years)


Technical Skills

  • Audit
  • Business Transformation
  • Change Management
  • Claims
  • Customer Service
  • Sales
  • Training
  • Translation

Job Description

Senior Manager, Customer Engagement

Location: Hong Kong-Kowloon-Kowloon

The incumbent will be responsible for formulating service value propositions and internal policies that align with the business strategy of Customer Engagement.  This includes defining the future post-sales operating model and formulating plan to deliver this via a simple, easy and customer centric Digital Operation Platform.  He/she will lead a team of service professionals who are responsible for driving customer service focused problem resolution and operation initiatives that enhance customer experience at various customer touchpoints.

Job Responsibilities:
  • Act as a change agent to lead the business transformation to ensure operational improvement and efficiency
  • Support and accelerate a new post-sales quality initiative that measures performance from an external customer / broker perspective, including all upstream elements that contribute to claims, policy administration and customer service quality. 
  • Drive improvement through all areas of the organization to demonstrate improved performance, reduced rework and increased customer/broker satisfaction.
  • Identify and establish metrics, benchmarks and key performance indicators (KPIs) in collaboration with the business leaders and other key stakeholders
  • Execute on key operational outcomes to ensure customer, broker and regulatory expectations met/exceeded in an innovation and effective fashion. 
  • Collaborate with other business operation to develop Digital Operating Platform and assist with the design and rollout of products and relevant functions.
  • Build robust processes and deploy technology to enable a scalable and efficient operational model.  Automate processes thereby minimizing dependency on manual tasks.
  • Conduct periodic review and audits of the outsourced vendors.


  • Bachelor’s degree with a minimum of 10 years of experience in insurance operations, including 5 years as a people leader
  • Solid organizational, management, administrative and human relations skills in a style which exhibits maturity, leadership and sensitivity and teamwork
  • Demonstrated strong planning, organization, leadership and change management capabilities
  • Ability to interpret data and translate findings into business opportunities
  • Ability to develop relationships across all levels of the Company, as well as externally 
  • Demonstrated ability to influence others and utilize resources to accomplish tasks
  • Strong communication, interpersonal and presentation skills
  • Ability to work in ambiguous or new situations by demonstrating a structured approach to diagnosing the problem, analyzing alternatives, recommending and implementing best solutions
  • Ability to understand or define key success metrics and drive towards achieving them is a critical skill for this position
  • Strong ability to multi-task and work under pressure with tight deadlines, while working effectively with the team
  • Willing to travel to China for providing training and auditing of outsourced vendor

Employment TypeFull-time
Career LevelLead (more than 10 years)
Education LevelBachelor
Cigna Worldwide Life Insurance CoInsurance and Reinsurance

28 Hennessy Road, Wan Chai, Hong Kong

directions_walk7 mins walk from Wan Chai Station