The Company

My client (well established life insurance company) is looking for a Director and Senior Director under their brokerage department. These two position will support and drive the brokers' sales performance.

AD

The Role

• Support department head in developing programs and roadmaps pivoting a human center contact center for servicing customers and distributors.
• Review, design and execute changes to internal processes, eliminate redundant tasks and drive digital processes for the benefits of customer and staff experience.
• Recognize customer needs and expectation to revamp and modernize contact center systems with a focus on customer experience and human center process.
• Design customer journey via IVR and Chatbot, optimize the usage of IVR self-serve functions and promote STP.
• Employ data to identify improvement opportunities and establish actions plan for service and process transformation.
• Partner with Transformation Team to facilitate the successful implementation of Digital Customer Leader Agenda for Contact Center.
• Assist in monitoring hiring progress, FTE trend, cost forecast, KPI performance; and prepare management updates material and presentation.
• Lead review meetings, deliver regular communications regarding center performance progress, area of attention and expected improvement actions.
• Work with team heads from different workstreams under contact center for capacity planning, CSO scorecard and workforce management.
• Facilitate staff engagement for energizing a diverse team and promoting a positive work environment.

Your Profile

• With minimum 8+ years of experience in Bank or Life insurance
• Background in customer journey design, contact center/operations management, digital transformation, or process re-engineering.
• Experience in insurance industry and agency servicing would be an advantage.
• Highly self-motivated, independent with collaborative mindset, exceptional interpersonal and critical reasoning skills to influence and coordinate with diverse teams.
• Excellent presentation and communication skills, with the ability to convey complex ideas to a wide range of stakeholders in English and Cantonese.
• Strong in problem solving, logical and structured, comprehend complex situations for effective solutions and alternatives.
• Knowledge of Contact Center technology, ie. Salesforce, Amazon Connect, Chatbot, Voice-bot, Live chat, Workforce Management tools.

Senior Director

The Role

• Drive brokerage/IFA distribution channel expansion; develop and maintain professional relationship with both IFA and local brokers and accountable for new business development
• As a team leader to lead the sales team to develop and execute product, marketing and sales strategies to maximize the revenue of each major/key account to deliver the top line revenue growth as defined by the Company sales plan
• Strong technical knowledge in Individual Life (including ILAS and HNW products)
• Experience with MPF and EB brokers is an advantage
• Resourceful and able to create new client relationships
• Develop and conduct tailor made training and provide excellent sales support and product expertise at all points during the sales process
• Lead and collaborate with internal stakeholders to develop a competitive sales platform
• Keep abreast of the market development and regulatory requirement and ensure a high standard of internal control and compliance

Your Profile

• Degree holder with major in Business or Finance
• At least 8 years in marketing field
• Demonstrable track record of success

There is attractive sales incentive for the Senior Director; no sales target pressures for AD grade.

Apply Today

To apply online (Word attachment only), please click the 'Apply' button. Please note that only short-listed candidates will be contacted.

By clicking 'apply', you give your express consent that Robert Half may use your personal information to process your job application and to contact you from time to time for future employment opportunities. For further information on how Robert Half processes your personal information and how to access and correct your information, please read the Robert Half privacy notice: https://www.roberthalf.com.hk/privacy-statement. Please do not submit any sensitive personal data to us in your resume (such as government ID numbers, ethnicity, gender, religion, marital status or trade union membership) as we do not collect your sensitive personal data at this time.