Senior Customer Service Officer / Officer, Individual Insurance Administration

Full Time
Intermediate (3-6 years)
English, Cantonese

Job Description

Senior Customer Service Officer / Officer, Individual Insurance Administration

Location: HK-HongKong-HKHO-22/F., Tower A, Manulife Financial Centre, 223-231 Wai Yip Street, Kwun Tong, Kowloon


> Monitor the performance of outsourcing policy change functions and perform various kinds of policy changes in a timely and quality manner.

> Identify quality issues for improvement and participate rollout of new functions to outsourcing team

> Prepare and analyze MIS for management review

> Apply professional knowledge and follow through enquiry or special request directed from frontline per specific customer request on a timely and flexible manner

> Review & update relevant procedure manual for manager review on regular basis

> Participate various process improvement projects impacted Admin Team, as well as other service initiatives to uplift service standard and facilitate work efficiency and effectiveness


Experience & Qualifications

> Degree holder 

> At least 3 years of working experience in Insurance or Banking industry preferred

> Candidates with less experience will be considered for the role of Customer Service Officer 

> Previous insurance operations experience is an advantage

> Must be professional, patient, accurate and attentive to details

> Analytical, able to work independently and cope with stressful situation 

> Good verbal and written communication skills in Chinese and English

> PC literate in Word, Excel & PowerPoint


About Manulife 

Manulife Financial Corporation is a leading international financial services group providing forward-thinking solutions to help people with their big financial decisions. We operate as John Hancock in the United States, and Manulife elsewhere. We provide financial advice, insurance and wealth and asset management solutions for individuals, groups and institutions. At the end of 2014, we had 28,000 employees, 58,000 agents, and thousands of distribution partners, serving 20 million customers. At the end of June 2015, we had $883 billion (US$708 billion) in assets under management and administration, and in the previous 12 months we made more than $22 billion in benefits, interest and other payments to our customers. Our principal operations are in Asia, Canada and the United States where we have served customers for more than 100 years. With our global headquarters in Toronto, Canada, we trade as ‘MFC’ on the Toronto, New York, and the Philippine stock exchanges and under ‘945’ in Hong Kong. Follow Manulife on Twitter @ManulifeNews or visit or



Technical Skills

  • Financial Advising
  • Microsoft Excel
  • Microsoft Powerpoint
  • Microsoft Word
  • Process Improvement