Manager, Client Service

• Responsible for overseeing Client Service of one territory. Ensure that the needs of clients are being satisfied. Provide excellent Client Service and promote this idea throughout the organization
• Objective of this job: helping to develop and implement a client service standard for an entire organization, finding ways to measure clients’ satisfaction and improve services, managing a team of client service staffs, handling face-to-face complicated enquiries from clients or sale force
• In overall, Manager, Customer Service is expected to understand and satisfy Sun Life Viet Nam clients’ requirements and exceed their expectations if possible
• Ensure walk-in advisors and clients receive service timely, professional assistance and accurate information in order to retain business and help generate new ones.
• Oversee the achievement and maintenance of agreed clients service levels and standards
• Monitors team performance, reports on statistics, recommends and implements changes to continually improve work productivity Doing investigate in the claim cases need investigation
• Analyze relevant data to determine customer service outputs. Identify and implement strategies to improve quality of service, productivity and profitability
• Co-ordinate and manage client service projects and initiatives
• Evaluate and performance manage staff. Identify and address staff training and coaching needs

Knowledge
• Service oriented mindset
• Strong people management and influencing capability
• Strong Communication and presentation skill
• Strong problem solving and complaint handling skill
• Making decision skill
• Coaching and training capability
• Good command of PC skill (Excel, Word, Access), team working, English (speaking and writing)

Skills/Competencies
• Realize root cause of problem
• Able to understand or accomplish or deal with task/issue/situation/person
• Able to find the best solution

Education and experience
• University graduate
• Female/Male
• At least 2 years experience in supervisor role or above. 6-8 years experience in financial services, life insurance experience is preferred

- In accordance with Company Policy

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