Head of Customer Service (Manulife Investment Management (M) Bhd)

Manulife

Kuala Lumpur
Permanent
Full-time

29 days ago

We are a leading financial services provider committed to making decisions easier and lives better for our customers and colleagues around the world. From our environmental initiatives to our community investments, we lead with values throughout our business. To help us stand out, we help you step up, because when colleagues are healthy, respected and meaningfully challenged, we all thrive. Discover how you can grow your career, make impact and drive real change with our Winning Team today.Working Arrangement HybridJob DescriptionThe opportunityAs the Head of Customer Service at Manulife Investment Management, Malaysia , you will lead a team dedicated to providing exceptional service to our customers, driving best practices, and overseeing day-to-day customer service operations. Your tasks will include strategizing customer engagement initiatives, analyzing customer feedback, and ensuring KPIs are met.ResponsibilitiesLead the customer service team in delivering top-tier service to platinum customers.Develop and implement strategies to enhance customer experience and satisfaction.Monitor and analyze customer feedback to identify areas for improvement.Drive initiatives to improve Net Promoter Score (NPS) and customer loyalty.Collaborate with cross-functional teams to ensure seamless customer interactions.Lead customer-related events and initiatives tailored for Gold, Premier Gold, and Platinum clientele.Collaborate closely with branch managers and the sales team to prioritize customer experience in all interactions.How will you create impact?
Reporting to the Head of Operations, this role plays a crucial part in shaping our organization's customer-centric culture and driving customer loyalty. Your efforts will directly impact customer retention, brand reputation, and overall business success.What motivates you?You are driven by a passion for customer satisfaction and are committed to listening, engaging, and acting in the best interest of our customers. You thrive in collaborative environments, take ownership of challenges, and prioritize integrity and inclusivity in all your interactions.What we are looking for

Proven experience in leading customer service teams and driving customer-centric initiatives.
Strong analytical skills with the ability to interpret customer data and feedback.
Excellent communication and interpersonal skills.
Strategic mindset with a focus on continuous improvement.
Commitment to fostering a diverse and inclusive work environment.

What can we offer you?

A competitive salary and benefits packages.
A growth trajectory that extends upward and outward, encouraging you to follow your passions and learn new skills.
A focus on growing your career path with us.
Flexible work policies and strong work-life balance.
Professional development and leadership opportunities.

Our commitment to you

Values-first culture

We lead with our Values every day and bring them to life together. * Boundless opportunityWe create opportunities to learn and grow at every stage of your career. * Continuous innovationWe invite you to help redefine the future of financial services. * Delivering the promise of Diversity, Equity and InclusionWe foster an inclusive workplace where everyone thrives. * Championing Corporate CitizenshipWe build a business that benefits all stakeholders and has a positive social and environmental impact.About Manulife and John HancockManulife Financial Corporation is a leading international financial services group that helps people make their decisions easier and lives better. With our global headquarters in Toronto, Canada, we operate as Manulife across our offices in Asia, Canada, and Europe, and primarily as John Hancock in the United States. We provide financial advice, insurance, and wealth and asset management solutions for individuals, groups and institutions. At the end of 2022, we had more than 40,000 employees, over 116,000 agents, and thousands of distribution partners, serving over 34 million customers. At the end of 2022, we had $1.3 trillion (US$1.0 trillion) in assets under management and administration, including total invested assets of $0.4 trillion (US $0.3 trillion), and segregated funds net assets of $0.3 trillion (US$0.3 trillion). We trade as ‘MFC’ on the Toronto, New York, and the Philippine stock exchanges, and under ‘945’ in Hong Kong.Manulife is an Equal Opportunity EmployerAt Manulife/John Hancock, we embrace our diversity. We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law.It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process, contact .

Manulife

Apply Now