Senior Customer Care Manager

Responsibilities

• Lead the Customer Care team to deliver professional advice and exceptional service through regular quality assessments
• Provide training and coaching to ensure compliance with internal policies and external regulatory requirements
• Resolve complex customer cases effectively in alignment with company procedures
• Analyze customer complaints, feedback, and workflows to identify service gaps and recommend actionable process improvements
• Oversee the customer service function by developing and implementing performance improvement plans
• Develop and maintain resource forecasts to ensure adequate staffing levels aligned with business objectives
• Stay informed on industry best practices and emerging technologies to drive continuous improvement in customer experience

Requirements

• Bachelor’s degree in any discipline
• 5-7 years of solid experience in customer service management, including leading Omni-Channel operations
• Experience in the General insurance industry
• Holder of IIQE paper 1 & 2 licenses
• Proficiency with CRM systems, data analytics, and management reporting tools
• Demonstrated experience in leading service improvement projects and process management
• Strong analytical, organizational, and interpersonal skills
• Customer-centric mindset with high attention to detail

About the Company

OneDegree is a new generation of InsurTech reimagining the industry through design and digital innovation. As one of the first virtual insurers authorized by the Hong Kong Insurance Authority, we provide insurance products purely through online channels, focusing on breakthrough innovations in products and services via our digital platform.