Who we are

Our brand

We strive to help customers get more from life with HASL Asia

More

Company background

HASL Asia enjoys a unique blend of Western and Eastern heritage inherited from our UK and Mainland China background

More

What we offer

Investment-linked insurance plans

Our investment-linked insurance plan may help you capture market potential and cater for your insurance needs

Fortuity
Aspiration

CareMore

Enjoy peace of mind for you and your family with extensive health coverage

Refundable Critical Illness Insurance Plan

Help and support

Interest rate

Calculate the interest rate from a range of currencies and dates

More

Exchange rate

Calculate the exchange rate from a range of currencies and dates

More

Download hub

Access forms to switch policies, sign up for investments, change personal information

More

Payment methods

Choose your preferred way to pay for policies, investments, and more

More

FAQ

Need more clarity? Read our selected list of questions to guide your understanding

More

Go green

Go green, go paperless Support environmental friendliness by moving away from paper to electronic notices

More

Investment information

Professional investment management

Our investment-linked insurance plans offer a wide range of investment choices linked to underlying funds managed by reputable investment managers

More

Notice in relation to investment choices

Stay fully informed on your investments with the up-to-date notices

More

Our Investment Choices

Investment involves risks. Past performance is not indicative of future performance. For details of the risk factors, fees and charges of the plan, please refer to the offering documents of the relevant plan.

More

Resources

Education series

Gain more understanding about your insurance with our guides, from basic principles to managing investments over the long term

More

Market watch

Follow trends and get the latest information about various industry sectors and behaviours

More

Glossary

A lexicon of insurance-related words to help aid your understanding

More

Careers

Manager, Customer Service Centre

Job Type: Full Time Permanent
Job Function: Operations

Purpose

Demonstrate leadership and manage the customer contact center and customer care function of the Customer Service Centre team to deliver market leading customer service to our brokers and end customers.  

The incumbent is also required to lead and understand customer needs and their requirements to develop effective processes with good quality and to work closely and proactively with other team manager(s) within Operations and other business functions for quality assurance in the delivery of customer services excellence and identification of opportunities for continuous improvements (for example but not limited to corrective and preventative actions and ongoing monitoring mechanism).

Core Responsibilities

  • Oversee the call center / contact center team to ensure the delivery of quality customer service through various customer contact points.
  • Serves as the 1st line of assessment & escalation in related to customer non-satisfaction and operational and conduct risks. Oversee the complaint handling activity and act as an escalation point for any queries, complaints and disputes with customers or brokers.
  • Enhance and improve customer experience, by proactively lead and work closely with colleagues in other departments.
  • Work closely with Customer & Marketing department to design and maintain customer journey, including develop and maintain the customer retention programme and identify cross-selling opportunities proactively, and achieve KPIs set by the Company.
  • Design and implement customer interaction programme.
  • Drive the plan, design, delivery and continuous enhancement of the customer contact center management processes and systems, including customer self-serviced platform.
  • Responsible for managing customer engagement related communications. 
  • Build strong relationships with key customers, colleagues, intermediaries and other external contacts and at all times seeks to display a team working mentality.
  • Maintain an understanding and awareness on key aspects of life insurance, legislation, compliance and the market.
  • Perform the role as Subject Matter Expert (“SME”) representing Operations while participating in company projects as per assigned by manager, including providing resource to support items such as testing for idea, feasibility study, delivery and implementation.
  • Recommend changes to procedures/processes and participate in their implementation.
  • Any other adhoc tasks as per assigned, include but not limited to underwriting and claims activities.

Qualifications / Experience / Requirements

  • University graduate required.
  • At least 6 years of relevant experience in customer call center / contact center, Customer Complaint and Customer Retention areas, preferably in insurance industry. 
  • Solid customer complaint handling experience is mandatory.
  • Pass in IIQE Paper 1, 3 and 5 and fulfill the “Fit and Proper” criteria of GL34 to become an individual licensee.
  • Experience in customer CRM system management is preferred.
  • Self-motivated, a quick learner and a good team player.
  • Mature, good telephone manners and good disposition.
  • Good organisational and interpersonal skills.
  • Good stakeholder management skill and strong leadership.
  • Work well under pressure and able to complete task at a timely manner.
  • Ability to work independently, self-initiated and capable to prioritize work.
  • Good command of both written and spoken English and Chinese (Cantonese/ Mandarin).
  • Good knowledge of Microsoft word, Excel, PowerPoint and Chinese Word Processing.

Reports To Role

Head of Customer Operations

To apply

We offer attractive salaries and excellent benefits. 

We value and promote diversity and equal opportunities in all aspects of our business. All resourcing will be carried out in line with our Company diversity policy. 

Any personal data we collect will only be used for recruitment purposes. We keep all applications confidentially on file for six months.

Useful links