Head of Retail Operations (Service Management)
Zurich Insurance Company
Hong Kong, HK

Job Accountabilities :

  • Define and drive the service transformation agenda
  • Drive the distributor and customer-centric culture shifting and customer excellence
  • Work closely with Retail Service Teams to develop and implement the target service model in alignment to the company’s strategic priorities, business needs from Distribution Channels
  • Work with senior management team to identify and prioritize initiatives to support our insurance business growth
  • Establish End-to-End SLA and ensure services provided are accompanied with our defined standards
  • Manage productivity and efficiency, and seek continuous improvement opportunities for operational excellence
  • Work closely with IT team or business partners to digitalize and automate our Service Model
  • Job Qualifications :

  • Degree / Master Degree Holder in Business fields
  • Minimum 10-15 years’ experience in either / both GI and Life Insurance or Financial Services, solid experience in service delivery and operational and customer excellence
  • Willing to get the hands dirty to get things done, entrepreneurial mind-set and a change maker
  • Experience in team set up, excellent business acumen and visionary, able to work with ambiguity
  • Good understanding in HK Insurance market with sensitivity to regulatory changes
  • Holder of IIQE paper is preferred
  • Excellent command in both written and spoken English and Cantonese, including presentation skills; good command in Mandarin is an advantage
  • Are you interested in working for a company that values its people and put's its customers and employees at the heart of everything we do?

    Are you looking for growth opportunities beyond simply a career? Then Zurich could be just the place for you!

    Our people are the heart & soul of Zurich. Together we are committed to delivering on our purpose - Let’s Create a Brighter Future Together!

    Our ambition is to become one of the most responsible and impactful businesses in the world. To get there we hire and develop the best talent available.

    With Zurich, you can expect to work on challenges that will help you grow and to collaborate with a diverse and inclusive global team.

    People are Zurich’s most important asset. Their varied skills, perspectives and experiences drive innovation. And they reflect the breadth and diversity of our customers, suppliers, communities and investors around the world.

    We are committed to attracting and retaining talented individuals from a variety of backgrounds and experiences. Zurich does not discriminate based on race, ethnicity, religion, national origin, sex, gender expression, gender identity, genetic information, age, disability, protected veteran status, marital status, sexual orientation, pregnancy or other characteristics protected by applicable law.

  • Location(s) : HK - Hong Kong
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