Together, we grow At Manulife we believe in growing, together. Our disciplined approach and fact-based decision making has delivered a consistent, long-term record of growth and success as a “Winning Company”. Our people contribute to this and share in it, realizing that, as we grow they...

Together, we grow

At Manulife we believe in growing, together.

Our disciplined approach and fact-based decision making has delivered a consistent, long-term record of growth and success as a “Winning Company”. Our people contribute to this and share in it, realizing that, as we grow they can too. Supported by professional training and experienced leadership there are opportunities to grow and develop your career across a broad range of disciplines and operations.

However career progression is not our only measure of success. We believe in a workplace that nurtures the development of people, both professionally and personally. By sharing and instilling in our people the values and ethics that define us, we enable our people to learn from each other and grow together.

Contact Centre Analyst

Job level Entry
Education Not applicable
Kwun Tong
Employment type Full Time
Industry Insurance
Job function Insurance > Others
Marketing / Public Relations > Marketing - Market Research
Sales / Business Development / Customer Service > Customer service / Sales Support
Published On 21/09/2018

Are you looking for unlimited opportunities to develop and succeed?  With work that challenges and makes a difference, within a flexible and supportive environment, we can help our customers achieve their dreams and aspirations.


Role Summary:

  • Monitor and coordinate the NPS implementation under all service channels in Contact Center.
  • Prepare material and share with contact center staffs in regular NPS huddles to equip customer service staff to provide outstanding service.
  • Support any identified improvement areas and new initiatives to process changes for better customer experience.
  • Lead on service improvements or NPS projects
  • Assist on various ad hoc strategic projects, presentations and requests as assigned 


Result Areas:

  • Developing and implementing data collection systems to collect customers/ advisors feedback.
  • Interpreting data, analyzing results of customers / advisors satisfaction survey and provide ongoing reports to management.
  • Follow up with customers / advisors who gives an unfavorable score (a detractors), to identify customer’s concerns, and to fix the problem whenever possible.
  • Prepare material and conduct case sharing with all contact center staff via regular NPS huddles.
  • Analyzes trends and identify systematic customers / agents pain points to facilitate Customer Experience Transformation
  • Support upcoming Contact Centre projects and digital initiatives (e.g. Salesforce CRM
  • implementation, chatbot)



  • Change management to support the future Customer Experience model
  • Require to deal with large amount of contact centre statistics and systems
  • Ability to think fast, look for patterns and spot trends
  • Exercises good judgment, knows when to flag issues and when to deal with independently
  • Consult with a wide range of people at different levels


Position Dimensions:

  • This position reports to the Contact Centre Senior Project Manager and works closely with the Operational Team Leads in CCC & DCC as well as CXSM.



  • Strong analytical skills with the ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy.
  • Highly developed sense of integrity and commitment to customer satisfaction.
  • Demonstrated passion for excellence with respect to treating and caring for customers.
  • Ability to communicate clearly and professionally, both verbally and in writing.
  • Strong decision making and analytical abilities. Strong detail orientation and communication/listening skills.

If you are ready to unleash your potential it’s time to start your career with Manulife/John Hancock.

About Manulife

Manulife Financial Corporation is a leading international financial services group that helps people achieve their dreams and aspirations by putting customers' needs first and providing the right advice and solutions. We operate as John Hancock in the United States and Manulife elsewhere. We provide financial advice, insurance, as well as wealth and asset management solutions for individuals, groups and institutions. At the end of 2016, we had approximately 35,000 employees, 70,000 agents, and thousands of distribution partners, serving more than 22 million customers. At the end of 2016, we had $977 billion (US$728 billion) in assets under management and administration, and in the previous 12 months we made almost $26 billion in payments to our customers. 
Our principal operations are in Asia, Canada and the United States where we have served customers for more than 100 years. With our global headquarters in Toronto, Canada, we trade as 'MFC' on the Toronto, New York, and the Philippine stock exchanges and under '945' in Hong Kong.
Manulife is committed to supporting a culture of diversity and accessibility across the organization.   It is our priority to remove barriers to provide equal access to employment.  A Human Resources representative will consult with applicants contacted to participate at any stage of the recruitment process who request an accommodation. Information received regarding the accommodation needs of applicants will be addressed confidentially.