Job Description

Introducing Your New Company

As one of the leading commercial insurance companies, this organization is renowned for its innovative and customer-centric product offerings. With a strong emphasis on growth and operational excellence across the Asia Pacific region, they are currently seeking a talented Director of Operations to join their dynamic team.

Your New Role

Overseeing the Customer Operations, you will play a pivotal role in enhancing operational processes, managing the call center, claims, policy and overseeing project management to ensure exceptional customer experiences across all service channels.

Call Center, Claims, Policy Management:

• Overseeing call center, claims and policy operations, ensuring high levels of customer satisfaction and effective resolution of inquiries.
• Ensure efficiency within operations management, provide training and protocols for procceses

Customer Experience:

• Monitoring and analyzing customer feedback to identify areas for improvement and develop strategies to enhance the overall customer experience.
• Establishing and tracking key performance indicators (KPIs) to measure the effectiveness of customer operations initiatives.

Operational Excellence:

• Enhancing and streamlining operational processes to improve efficiency and effectiveness within customer service teams.
• Implementing best practices in customer operations to drive continuous improvement and operational excellence.

Project Management:

• Leading cross-functional projects aimed at improving customer service delivery and operational workflows.
• Collaborating with IT and other departments to implement new technologies and tools that enhance customer interaction.

Your Background

• 10+ years of experience in operations, understanding of general insurance or health products will be an asset
• Proven track record of enhancing operational processes and managing high-performing service teams.
• Strong project management skills with experience in leading cross-functional teams.
• Excellent communication skills in English, Cantonese, and Mandarin. 

What You'll Receive in Return

You will be rewarded with a competitive compensation package, opportunities for career progression, and the chance to work alongside industry experts.

If you possess the required qualifications and are interested in this exciting opportunity, please don't hesitate to reach out to THE UPSIDE GROUP.