Senior Director/Director, Customer Service & Operations, Individual Insurance

Lead (more than 10 years)

Technical Skills

  • Chinese Word Processing
  • Compliance
  • Customer Service
  • Microsoft Excel
  • Microsoft Powerpoint
  • Microsoft Word

Job Description

Senior Director/Director, Customer Service & Operations, Individual Insurance

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


Head of Customer Service

-   Lead customer relations, communication and complaint management functions in alignment of Asia strategy to develop and deliver unsurpassed customer experience

-  Oversee/conduct business/functional investigations resulting in quality complaint resolutions

-   Manage and act in accordance with internal and regulatory procedures/guidelines

Work with Police, Courts/Tribunals and Regulatory Authorities, Corporate Communications, Legal and/or Compliance when and where appropriate in resolution of Individual Insurance Business complaint cases, at Global, Regional and local level

-   Organize internal Quarterly Complaints Review Meetings for Individual Insurance

-   Timely support Company’s CEO and senior executives on escalated complaint cases


Experience & Qualifications:

> Degree holder in Communication, Law, Business Administration, Risk Management &/or related disciplines 

> LOMA qualification preferred

> Minimum 10 years of working experience in customer services in finance/banking/insurance industry, with 6 years at management level

> Legal, compliance &/or regulatory exposure within financial industry a definite asset 



> Excellent customer and result orientation with high standard in service quality

> Patient, agile, proactive, independent and customer-centric

> Tactful customer service management and sound problem solving abilities

> Good leadership, interpersonal and prioritization skills

> Professional presentation manner

> Excellent verbal and written communication skills in English and Chinese (Cantonese and Mandarin)

> PC literate in Word, Excel, PowerPoint & Chinese word processing


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


Employment TypeFull-time
Career LevelLead (more than 10 years)
Education LevelBachelor
LanguageEnglish, Cantonese, Mandarin (Putonghua)
ManulifeInsurance and Reinsurance

Manulife Tower, One Bay East, 83 Hoi Bun Road, Kwun Tong, Kowloon

directions_walk12 mins walk from Ngau Tau Kok Station