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Manager, Group Credit Life Operations

Company

Manulife(Cambodia) PLC   

type

Public Limited Company

Function

Insurance

employees

Location

Phnom Penh

Level

Top

Term

Full Time

Year of Exp.

5

Function

Bank/Insurance

Hiring

1

Industry

Insurance

Salary

Negotiable

Qualification

Bachelor Degree

Sex

Male/Female

Language

English-- Good   

Age

~

Location

Phnom Penh;

Publish Date

Feb-09-2018

Closing Date

Feb-18-2018

Job Description

  • 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

Job Requirements

  • 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

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Contact Information

Contact Person

Ms. Kimleng Moul

Phone

023 965 965

Email

kimleng_moul@manulife.com

Website

http://www.manulife.com.kh

Address

104 Russian Federation Blvd | Phnom Penh, Phnom Penh

Company Profile

Manulife is a leading Canada-based financial services group with principal operations in Asia, Canada
and the United States. Clients look to Manulife for strong, reliable, trustworthy and forward-thinking
solutions for their most significant financial decisions. Our international network of employees, agents
and distribution partners offers financial protection and wealth management products and services to
millions of clients. We also provide asset management services to institutional customers. At the end of
June 2016, we had US$718 billion in assets under management and administration, and in the previous 12
months we made more than US25.4 billion in benefits, interest and other payments to our customers. Our
group of companies operates as Manulife in Canada and Asia and primarily as John Hancock in the
United States. Manulife Financial Corporation trades as 'MFC' on the TSX, NYSE and PSE, and under '945' on the SEHK.
We are committed to be an equal opportunity employer and welcome applications from all suitably
qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation or age”.

Service hot line :

023 969 088 / 023 47 99099 / 023 47 99088

Operating Hours : Mon-Fri (8:00 am to 5:00 pm)

Email : jobs@camhr.com.kh

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