Assistant Manager, Client Service Delivery

Responsibilities

• Ensure all client service activities are delivered within agreed service levels and turnaround times, while maintaining a high standard of service quality.
• Perform effective manpower and resource planning to optimize team productivity and support the achievement of KPIs.
• Partner closely with frontline staff to identify service and process improvement opportunities, and implement initiatives that enhance team capability, operational efficiency, and overall client experience.
• Foster a client-centric team culture built on trust, open communication, collaboration, and shared accountability.
• Design and deliver onboarding and training programs for new joiners to support smooth integration into the team and improve staff retention.
• Extract, compile, and analyze call data to identify trends, service gaps, and improvement opportunities, and prepare regular performance reports and dashboards for senior management.
• Lead and support cross-functional initiatives that enhance client experience and strengthen sales enablement, while coordinating with internal stakeholders on project scope, timelines, and deliverables.

Requirements

• University graduated in any discipline with IA license in paper 1, 3 & 5 pass
• At least 5 years in Client Service of which 2 - 3 years are at supervisory level with good knowledge in insurance industry
• Solid understanding of insurance and financial services products and operations
• Strong command of spoken and written English and Mandarin
• Customer-centric mindset with strong service orientation
• Effective verbal and written communication skills
• Strong attention to detail and commitment to quality standards
• High level of integrity and professionalism
• Telephony and customer interaction skills
• Positive, proactive "can-do" attitude
• Resilient under pressure with the ability to manage stress
• Problem-solving and negotiation skills
• Proficiency in MS Office applications (Excel, Word, PowerPoint, Access)
• Proficient in Chinese word processing
• We offer 5-day work, attractive salary, MPF, group life and group medical insurance; and excellent career development opportunities to the right candidate.
• We are an equal opportunity employer and welcome applications from all qualified candidates. Application forms and resume will be kept for a period of 24 months after completion of the recruitment process. (All information will be held in strict confidence and only be used for recruitment purpose).
• Job Category:
• Customer Service / Operations
• Posting End Date:
• 29/06/2026

Additional Information

You are as unique as your background, experience and point of view. Here, you'll be encouraged, empowered and challenged to be your best self. You'll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day, you'll have new and exciting opportunities to make life brighter for our Clients - who are at the heart of everything we do. Discover how you can make a difference in the lives of individuals, families and communities around the world. Job Description:

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