The incumbent will be responsible for managing the operations of hotlines, emails, walk-in customers, and live chat provided by in-house Customer Service team and external service providers. He/She will also lead a portfolio of customer service projects, including touchpoint upgrade and digitization. The successful candidate should be customer-focused, result-driven, and committed to elevating service quality and satisfaction.

Critical Tasks and Expected Contributions / Results
Customer Service Management

• Lead the Customer Service team and allocate resources to efficiently execute service procedures, ensuring these practices are consistent with internal policies and prioritize customer needs.
• Develop and roll out comprehensive tactics aimed at improving customer engagement, satisfaction, loyalty, and retention.
• Assess referred complaints and handle escalation; monitor and guide corrective measures to reinforce a strong focus on the customer experience.

People Management

• Supervise and lead the customer engagement team by setting objectives, assigning responsibilities, and assessing performance.
• Recruit, train, and nurture a high-performing team with the expertise required to provide outstanding service.
• Serve as a mentor to help team members enhance their skills and knowledge, supporting their professional growth.
• Promote a customer-focused environment by empowering the team and advocating for customer interests across the organization.

Vendor Management

• Monitor the performance of external vendors closely to meet the agreed servicing KPI;
• Review the service agreement regularly to update the scope of services, terms and pricing;
• Conduct audit review of customer service processes provided by external vendors to identify improvement areas and ensure adherence to standards and guidelines set by the company and regulations.

Stakeholder Management

• Build and maintain strong relationship with external vendors, clients and internal front-end and back-end teams by providing training or presentation on the company’s customer services;
• Work closely with internal IT and external IT vendors to manage the end-to-end process of customer and contact centre system enhancement including full cycle user requirement gathering and UAT of digitalization projects.

Data Analytics

• Monitor compiled management report and ad-hoc report for customer service;
• AnalyzeNPS, complaints, and voice of customer data to identify problem’s root causes, propose resolutions and execute improvement plans.

Experience / Knowledge, Education and Other Requirements

• Degree holder, preferably with insurance-related qualifications, e.g. LOMA, FLMI, ICA;
• At least 8 years’ experience in insurance’s customer service operation of which at least 5 years in supervisory or managerial role;
• Strong knowledge in medical insurance products, especially delivery services through digital platform
• Possess strong customer centricity mindset.
• Solid experience of working in a face-paced environment and managing process change
• Effectively manage the team and communicate with stakeholders
• Proven track record of working with IT, vendors and stakeholders on product development, developing user requirements and test cases for system, and conducting UAT;
• Proficiency in Microsoft Excel with analytical mindset;
• Frequent user of Microsoft PowerPoint. Confident to present ideas visually and verbally;
• Excellent interpersonal, communication and influencing skills;
• Excellent command of both English and Chinese;
• Holding of IIQE 1 and 2.

About The Cigna Group

Cigna Healthcare, a division of The Cigna Group, is an advocate for better health through every stage of life. We guide our customers through the health care system, empowering them with the information and insight they need to make the best choices for improving their health and vitality. Join us in driving growth and improving lives.