OPERATION MANAGER/CUSTOMER SERVICE/bank/finance/medical insurance/call center/5 days

Job level Senior
Work exp 5 Years To 15 Years or above
Education Bachelor Degree
Location Hong Kong
Employment type Full Time
Benefits 5-day week, General holidays, Competitive pay, MPF, 13-month pay, Year-end bonus, Discretionary bonus, Guaranteed bonus, Medical plan, Performance bonus
Industry Banking
Job function Banking / Finance > Account / Relationship Management
Insurance > Claims
Sales / Business Development / Customer Service > Telemarketing / Call Centre
Published On 01/12/2016
Corporate medical insurance service company including medical card/medical insurance claims with a medical network of 500-600 doctor members providing service to over 6000 companies in Hong Kong as well as the government bodies (B2B medical insurance services company) -  is looking for an  OPERATION MANAGER (customer service & medical insurance claims)  - with details as follows :
  • University degree holder
  • 5 to 8 years experience in bank call centre/customer service centre/medical service/medical insurance, or customer service/call centre team management experience
  • With experience or knowledge in medical insurance claim (in-patient & out-patient) is an advantage
  • Managerial/supervisory level experience in leading a Customer Service Team/Call Centre
  • With excellent analytical, detail-oriented and problem solving skills, communication and interpersonal skills with a demonstrated independent and logical thinking
  • Able to work independently; conscientious and perform well under pressure
  • Strong co-ordination skills and ability to effectively handle different parties
  • Good mathematical aptitude and ability to deal with complexities
  • Well-versed in using MS Office, e.g. Excel / Macro (advanced level), PowerPoint, Chinese WP
  • Business level of English and Mandarin
  • Responsible for managing the Hotline team to handle customer enquiries and complaints, as well as the Medical insurance claims operation and processing Team
  • Handle and resolve complicated issues or complaints in a timely manner
  • Collect and prepare User Requirement, assist on system testing for the roll-out of the business operations
  • Manage the claims team to perform the reimbursement and pre-authorization cases for medical claims
  • Review and approve various business transactions up to predefined authority limits
  • Monitor daily performance of the team with respect to standards of accuracy, timeliness and productivity, and take corrective action where necessary
  • Delivery of quality service to meet the productivity benchmark, service standard and comply with regulatory requirements
  • No trips needed
  • 5 days work
  • Medical benefits 
  • Dental benefits 
  • Annual leave : 12 days
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