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Shanghai, 31, CN

Contact Centre Manager


About Swiss Re Corporate Solutions

Swiss Re is one of the world’s leading providers of reinsurance, insurance and other forms of insurance-based risk transfer. We anticipate and manage risks, from natural catastrophes and climate change to cybercrime.

Swiss Re Corporate Solutions is the commercial insurance arm of the Swiss Re Group. We offer innovative insurance solutions to large and midsized multinational corporations from our approximately 50 locations worldwide. We help clients mitigate their risk exposure, whilst our industry-leading claims service provides them with additional peace of mind.

Swiss Re Corporate Solutions offers a flexible working environment where curious and adaptable people thrive. Are you interested in joining us?


About the Team

Swiss Re Corporate Solutions China is now looking to build business with personal insurance products sold under the brands of existing and new distribution partners. Execution of this strategy is via a B2 B2C model across a variety of primary platforms.

In this role, you will be responsible for assisting Head of Customer Service in defining customer contact processes and service standards for both hotline services and live messenger services. You will work with and manage vendors to deliver superior customer services experience on a day-to-day basis and meet regulatory requirements on customer service. 

You have a customer-first mindset and love to handle customer enquiries to exceed customer satisfaction. You will have a great opportunity to study and apply new technologies like mobile technologies and artificial intelligence to improve and automate our customer services, firstly to respond to customers fast and 24x7, and secondly to drive down our service cost. 

About the Role

•    Work with Head of customer service and assist in defining personal line customer contact processes and service level agreement
•    Handle customer requests and coordinate internal and external resources to resolve complicated requests from customers
•    Generate and analyze customer contact findings and reports, constantly identify areas to be improved and come up with recommended solutions, then drive through to implementation phase 
•    Prepare regulators' request on customer service, resolve complaints in a professional and compliant manner, and handle potential conflicts with partners and end customers
•    Assist partnership managers in defining customer services levels, processes and contingent plans to maintain strong partnership relationship
•    Create digital contents including service levels, standards, and processes to help partnership marketing and digital marketing teams to increase share of voice and propaganda. 
•    Author requirements on customer contact, review and negotiate with implementation team, internal and external stakeholders to ensure system capabilities and performance meet customer services needs and budget constraints

About You
•    You are very passionate about customer services and love to handle repetitive and unique customer requests
•    You like technologies, mobile applications, and artificial intelligence etc., and dare to try new things to policy administration
•    You pay attention to details and are data-driven
•    You have curiosity, intellectual capabilities and perseverance to continuously improvement your processes and aim to building a first-class customer service system
•    You are patient in handling external stakeholders such as regulators, TPAs and partners
•    You can work under time constraints and pressure, and are excellent at handling conflicts and complaints from various stakeholders
•    You are a great team player and love to identify customer services solutions together with partnership managers and other cross functional teams
•    You are influencing and can communicate your ideas to all key stakeholders clearly

•    College degree or higher in insurance, business, and operations etc.

•    Excellent written and oral communication skills in Chinese Mandarin is a prerequisite, and
•    Fluency in English is a preference

Professional experience
•    8 years of relevant experience in insurance industry, 5 years of contact centers and operations management experiences
•    Familiarity with insurance company customer service and experience in handling complicated customer enquiry or complaint cases
•    In-depth understanding of local P&C market, frequent issues, compliance, and regulatory requirements on customer services
•    Experience in defining customer contact procedures and vendor management
•    Demonstrated innovative experience and successful cases in applying new technologies to drive customer satisfaction and operational excellence through automation
•    Understanding of digital marketing, mobile technologies, big data and artificial intelligence, and its application in customer satisfaction and efficiency improvement

Other skills required
•    MS Office Suite: MS Word, PPT, EXCEL
•    Outstanding interpersonal, communications and presentation skills

Reference Code: 94496