Posted: 21-Apr-2021
Manager, Customer Relations
Manulife(Cambodia) PLC

Manulife is a leading Canada-based financial services group with principal operations in Asia, Canada and the United States. Clients look to Manulife for strong, reliable, trustworthy and forward-thinking solutions for their most significant financial decisions. Our international network of employees, agents and distribution partners offers financial protection and wealth management products and services to millions of clients. We also provide asset management services to institutional customers. At the end of June 2016, we had US$718 billion in assets under management and administration, and in the previous 12 months we made more than US25.4 billion in benefits, interest and other payments to our customers. Our group of companies operates as Manulife in Canada and Asia and primarily as John Hancock in the United States. Manulife Financial Corporation trades as 'MFC' on the TSX, NYSE and PSE, and under '945' on the SEHK. We are committed to be an equal opportunity employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation or age”.

Location
Phnom Penh
Working time
Full Time
Closing Date
20-May-2021

Job Description

The customer is the focus of everything we do, and millions of end users rely on our products daily. We believe in the value of empowering Manager, Customer Relations with the resources to solve critical problems for the future of our business, which is why we need you.

The successful incumbent is responsible to formulate effective recruitment strategies and programs to recruit high-quality insurance advisers and achieve company's distribution growth objective.

What motivates you?
• You obsess about customers, listen, engage, and act for their benefit 
• You think big, with curiosity to discover ways to use your agile mindset and enable business outcomes 
• You thrive in teams, and enjoy getting things done together
• You take ownership and build solutions, focusing on what matters 
• You do what is right, work with integrity and speak up
• You share your humanity, helping us build a diverse and inclusive work environment for everyone

Nice to Haves: 
• Customer Relations Manager ensures that the needs of customers are being satisfied. The aim is to provide excellent customer service and to promote this idea throughout the organization. Able to work at various levels, from head office to the front end of the business.
• Achieves customer service objectives by contributing customer service information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; completing audits; identifying customer service trends; determining system improvements; implementing change.
• Determines customer service requirements by maintaining contact with customers; visiting operational environments; conducting surveys; forming focus groups; benchmarking best practices; analyzing information and applications.
• Improves customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.
• Updates job knowledge by i.e. participating in educational opportunities, training.

On the job you will:
• To establish a SOP as guided by the Customer Complaints Handling Procedures
• Handle escalated complaints from front liners and other parties.
• Handle customer complaints and conduct root cause analysis for continuous improvement in operations, processes and service delivery.
• Handle complaints that require special attention. E.g. involving local Regulators, Senior Management Team, social media, and serious complaints
• Supervise/ facilitate day-to-day Contact Center operations.
• Contribute as a member to In-force Management Working group
• Investigate and provide solutions to customers' problems, which may be complex or long-standing problems that require special handling
• Handle customer complaints or any major incidents, according to procedures while injecting appropriate business sense and be customer focus.
• Manage and keep accurate records of discussions or correspondence with customers
• Develop feedback or complaints procedures for customers to use
• Develop/enhance customer service procedures, policies and standards for the organization
• Explore with other managers to discuss possible improvements to customer service
• Develop training plans and conduct training/briefing/best practice sharing to complaint handling staff.
• Guide and coach complaint handling staff on resolving complaints at first contact
• Ensure work processes are in accordance with company’s procedures and in compliance with all relevant regulatory guidelines
• Create customer loyalty through the delivery of unrivalled customer service
• Collaborate with various departments such as Customer Experience, Product, Sales, and Compliance to develop preventive measures that will reduce complaints.
• Act as an independent party to ensure that complaints are handled objectively, and complainants are treated fairly.
• Reporting and highlighting serious complaints to the relevant parties.
• Provide monthly reporting to Senior Management Team.
• Perform other tasks as assigned by management from time to time

Our commitment to you
• Our mission; to be a part of making Decisions Easier and Lives Better
• A leadership team dedicated to your growth and success 
• A bold ambition and set of goals to be a leader in driving transformation in our industry 
• Our best. Every day. 
• We are committed to be an equal opportunity employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation or age”. 

Job Requirements

We are looking for someone with: 
• Bachelor’s degree in business, Finance or related field is preferred
• Over 3-5 years combined working experience in Customer Service, Process Improvement, Decision Making, Process management, Staffing, Planning, Budget control, Trend Analysis, Developing Standards
• Proficient in relevant computer applications (MS word, Excel …)
• Requires 1 – 3 years of experience in customer service
• Knowledge of customer service practice and principles
• Superior listening, verbal, and written communication
• Ability to handle stressful situation and appropriately
• Teamwork, focused, results driven, professional maturity, and self-confidence
• Work efficiently and accurately and able to work under pressure and independently, a team player who is self-motivated and able to work independently with minimal supervision
• Detail oriented with patience on detail paper works and record setup in system
• Demonstrate initiative, commitment, and responsibility
• Attention to details and accuracy
• Statistical analysis and presentation of complex information
• Innovator with a positive “can do” attitude and a positive attitude to change.

Contact detail
Contact Name : Ms. Rathana Hout
Address : 14th Floor, TK Central, No. 12, Street 289, Sangkat Boeung Kak 1, Khan Toul Kork, Phnom Penh. Kingdom of Cambodia
Phone : 023965965
Email :

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