Customer Service Process Transformation, Senior Manager

On The Job You Will

• Support department head in developing programs and roadmaps pivoting a human center contact center for servicing customers and distributors.
• Review, design and execute changes to internal processes, eliminate redundant tasks and drive digital processes for the benefits of customer and staff experience.
• Recognize customer needs and expectation to revamp and modernize contact center systems with a focus on customer experience and human center process.
• Design customer journey via IVR and Chatbot, optimize the usage of IVR self-serve functions and promote STP.
• Employ data to identify improvement opportunities and establish actions plan for service and process transformation.
• Partner with Transformation Team to facilitate the successful implementation of Digital Customer Leader Agenda for Contact Center.
• Assist in monitoring hiring progress, FTE trend, cost forecast, KPI performance; and prepare management updates material and presentation.
• Lead review meetings, deliver regular communications regarding center performance progress, area of attention and expected improvement actions.
• Work with team heads from different workstreams under contact center for capacity planning, CSO scorecard and workforce management.
• Facilitate staff engagement for energizing a diverse team and promoting a positive work environment.

We Are Looking For Someone With

• Degree holder, with minimum 8+ years of experience in Financial Institutions.
• Background in customer journey design, contact center/operations management, digital transformation, or process re-engineering.
• Experience in insurance industry and agency servicing would be an advantage.
• Highly self-motivated, independent with collaborative mindset, exceptional interpersonal and critical reasoning skills to influence and coordinate with diverse teams.
• Excellent presentation and communication skills, with the ability to convey complex ideas to a wide range of stakeholders in English and Cantonese.
• Strong in problem solving, logical and structured, comprehend complex situations for effective solutions and alternatives.
• Knowledge of Contact Center technology, ie. Salesforce, Amazon Connect, Chatbot, Voice-bot, Live chat, Workforce Management tools.