Assistant Manager, Broker Services | 人才服務辦公室

職位描述

Job Responsibilities

• Provides strong, dynamic leadership that mentors, develops and guides team members to efficiently leverage the value of every enquiry for turning brokers become advocates of Cigna Healthcare Hong Kong;
• Establish policies and procedures, to promote good governance while maintaining good broker relation;
• Ensure an effective and efficient pipeline management processes established to the team and to ensure all new business cases are followed & implemented accurately and in a professional manner;
• Drive continuous improvement on brokers experience;
• Support Broker Contact Strategy for assigned book of business to develop and maintain relationships with brokers and clients;
• Handle brokers’ escalated enquiries & complaints, and solving problems using independent judgment and ensuring satisfaction. Identify improvements to prevent issues from re-occurring;
• Provide regular training to staff to meet performance expectations. Ensure effective staffing and resource utilization to meet the needs of BAU & Projects;
• Be a backup to address brokers’ enquiries on global medical plans
• Maintain knowledge of all systems, products, programs, services, benefits and utilize this knowledge in effective resolution of broker and customer issues regarding the quote and buy process;
• Own broker portal utilization and action on broker feedback for driving better broker journey
• Manage ad-hoc projects and duties;
• Be a liaison among the team and internal departments and to the brokers;
• Prepare monthly management report and ad-hoc report for management.

Experience/ Knowledge, Education and Other Requirements

• University education with minimum 5 years’ working experience in broker support functions
• 4 years in supervision experience
• IIQE Paper 1,2,3 required
• Solid experience to work with Sales/Brokerage
• Health insurance background preferred
• Self-motivated and able to manage priorities in meeting tight deadlines
• Detailed oriented, organized and able to work independently
• Excellent communication skills in both written and spoken English and Chinese
• Solid knowledge of Microsoft applications including Word, Excel, PowerPoint and Outlook
• Strong communication and organizational skills to effectively communicate and interact with all levels and functions within the organization.
• Ability to manage multiple and divergent priorities and deadlines, work independently and proactively, negotiate and manage expectations for mutually acceptable solutions and creatively problem-solve effective customer solutions