Senior Manager, Customer Service
Manulife — Hong Kong
Posted 2026-09-29
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. Position Responsibilities: Hotline Services Management: • 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-relat