Back to Job Search

Job Description

​An MNC insurer is hiring a Service and Process talent to join their team to drive changes on system level and digital solutions.

Job Duties:

  • Support and develop programs and roadmaps to enhance the operation workflow of the customer service contact center

  • Review, design and execute changes to internal process, eliminate redundant and manual tasks to drive digital process for the benefits of customer and staff experience

  • Identify customer needs and expectation to revamp and modernize contact center systems

  • Deign customer journey via IVR and Chabot to optimize the usage of self-serve functions and achieve process straight through

  • Identify improvement opportunities and establish action plans for service and process transformation

  • Work with internal and external parties to facilitate the implementation of initiatives

  • Work with teamheads from different workstreams under contact center for capacity planning and workforce management


  • Degree holder with 8+ years of experience in Financial Institution

  • Background in customer journey design, contact center / operations management, digital transformation or process re-engineering

  • Experience in insurance industry would be an advantage

  • Excellent presentation and communication skills in English and Cantonese

  • Strong problem solving, logical and structured, comprehend complex situations for effective solutions an alternatives

  • Knowledge of Contact Centre technology, ie. Salesforce, Chatbot, Voice-bot, Live chat, Workforce Management tools would be an advantage