Senior Manager, Customer Service

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 plays a pivotal role in ensuring consistent, high-quality service delivery from offshore teams, which is essential to achieving service excellence in Hong Kong. By maintaining operational stability, driving continuous improvement, and strengthening customer experience, the role enables the offshore operation to be a trusted and integral part of the overall Hong Kong service model, while supporting ongoing transformation initiatives across the contact centre.

• Support the day-to-day management of hotline services, with a focus on the offshore service delivery supporting Hong Kong Contact Centre.

• Ensure offshore hotline service delivery consistently meets overall Contact Centre KPIs, including service level, quality, productivity, tNPS and customer satisfaction.

• Work closely with offshore management to foster a strong performance, accountability, and customer-centric culture.

• Act as an operational escalation point for service, people and performance-related issues arising from offshore hotline operations and ensure stable operations and consistent service standards.

Service Quality, Training & Performance Management:

• Oversee and support service quality management for offshore hotline services, including QA frameworks, monitoring and follow-up actions.

• Ensure offshore training, coaching, knowledge management and refresh programmes are aligned with Hong Kong service requirements, product changes and customer journeys.

• Review and analyse offshore performance data, including service level, quality scores, complaints, customer feedback and trend analysis.

• Drive and track performance improvement plans for offshore teams to address gaps and support business objectives as required.

• Provide oversight of customer complaints handled by offshore hotline teams, ensuring fair, consistent and timely handling.

• Act as an escalation point for complex, sensitive or higher-risk complaint cases arising from offshore service delivery.

• Monitor complaint trends linked to offshore hotline operations and identify root causes and systemic issues.

• Work closely with Complaint Handling, Business and Risk teams to support effective resolution and service improvement.

• Collaborate with business, marketing, project teams, and other key stakeholders to support new business initiatives, campaigns, and customer propositions from an operational and service perspective.

• Partner with relevant stakeholders to assess operational readiness for new initiatives, system enhancements, or process changes.

• Provide insight into customer journey design, service models, and contact centre impacts during project planning.

• Ensure the contact centre readiness for new launches through training, resource planning, and process alignment.

• Contribute to contact centre strategy, operating model design, and medium- to long-term planning.

• Identify opportunities to enhance efficiency, service quality, risk controls, and customer experience.

• Support and contribute to transformation initiatives aligned with the company’s strategic priorities.

• Support annual planning, budgeting, and resource forecasting for offshore operations.

• University degree, preferably in Business Administration, Finance, Management, or a related discipline. Qualifications in IIQE Papers 1, 3, and 5 are preferred.

• Minimum 10 years of customer service or contact centre experience, preferably within insurance / financial services.

• At least 5 years in a senior management or leadership role overseeing contact centre operations.

• Proven track record in contact centre management including offshore or outsourced teams, is considered 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.

• Strong strategic thinking, problem-solving, and decision-making capabilities.

• Excellent stakeholder management and communication skills.

• Seasoned, customer-centric, and results-driven leadership style.

• Strong PC proficiency and experience with contact centre systems, CRM, and reporting tools.

• Excellent written and spoken communication skills in English, Cantonese and Mandarin

Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit https://www.manulife.com/en/about/our-story.html.

At Manulife/John Hancock, we embrace our diversity. We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law.

It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process, contact hr@manulife.com.