• Develop service procedures, policies and standards • Keep accurate records and document • Analyze statistics and compile accurate reports • Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment • Keep ahead of industry’s developments and apply best practices to areas of improvement • Control resources and utilize assets to achieve qualitative and quantitative targets • Maintain an orderly workflow according to priorities • Adhere to and manage the approved budget • Define and communicate customer service standards • Oversee the achievement and maintenance of agreed customer service levels and standards • Direct the daily operations of the Group Credit Life Operations team • Plan, prioritize and delegate work tasks to ensure proper functioning of the department • Ensure the necessary resources and tools are available for quality customer service delivery • Handle complex and escalated customer service issues • Monitor accuracy of reporting and data base information • Liaise with company management to support and implement growth strategies • Co-ordinate and manage GCL projects and initiatives • Identify and address staff training and coaching needs • Explore with other managers to discuss possible improvements to customer service • Follow up on customers' requests in a timely manner and ensure service standards are met • Ensure work processes are in accordance with company’s procedures and in compliance with all relevant regulatory guidelines • Deliver persistency targets • Act as an escalation point for the client • Manage staff workload • Perform other tasks as assigned by management from time to time

• relevant bachelor's degree • Product knowledge • Over 5 years combined working experience in Customer Service, Process Improvement, Decision Making, Process management, Staffing, Planning, Budget control, Trend Analysis , Developing Standards • Customer service background • Computer literate in MS Word, Excel and PowerPoint Interested applicants meeting the above requirements should submit their CVs, covering letters and National ID card by clicking on Click here for current opportunities. For more details please contact Ms. Kimleng Moul via kimleng_moul@manulife.com. Or Ms. Choury Chim via choury_chim@manulife.com. Application should be submitted before 27 March 2018. Only shortlisted candidates will be contacted.

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