Senior Manager, Customer Service

About the role

This role oversees daily contact centre operations, with a primary focus on managing the offshore hotline that supports Hong Kong Contact Centre performance outcomes. It ensures consistent, high-quality service delivery from offshore teams, maintains operational stability, drives continuous improvement and strengthens customer experience, while supporting transformation initiatives across the contact centre.

Key responsibilities

• Support day-to-day management of hotline services and ensure offshore delivery meets KPIs such as service level, quality, productivity, tNPS and customer satisfaction
• Act as an operational escalation point for service, people and performance issues from offshore hotline operations
• Oversee service quality management, including QA frameworks, monitoring and follow-up actions
• Ensure offshore training, coaching, knowledge management and refresh programmes align with Hong Kong service requirements, product changes and customer journeys
• Analyse performance data (service levels, quality scores, complaints, customer feedback) and drive performance improvement plans
• Oversight of customer complaints, acting as escalation point for complex, sensitive or higher-risk cases and identifying root causes and systemic issues
• Collaborate with business, marketing, project and risk teams on new initiatives, campaigns and customer propositions, and assess operational readiness for new launches
• Contribute to contact centre strategy, operating model design, annual planning, budgeting and resource forecasting

Required profile

• University degree, preferably in Business Administration, Finance, Management or a related discipline; IIQE Papers 1, 3 and 5 qualifications preferred
• Minimum 10 years of customer service or contact centre experience, preferably in insurance or financial services
• At least 5 years in a senior management or leadership role overseeing contact centre operations
• Experience with offshore or outsourced teams is an advantage
• Strong experience in risk management, compliance governance and operational controls
• Experience partnering with Marketing and Project teams on business initiatives or transformation programs

Required skills

• Strong PC proficiency and experience with contact centre systems, CRM and reporting tools
• Excellent written and spoken English, Cantonese and Mandarin
• Strategic thinking, problem-solving, stakeholder management and communication skills