manager Customer Service (north)

Job purpose:
- Responsible for overseeing Client Service of one territory. Ensure that the needs of clients are being satisfied. Provide excellent Client Service and promote this idea throughout the team and organization
- Objective of this job: helping to develop and implement a client service standard for an entire organization, finding ways to measure clients' satisfaction and improve services, managing a team of client service staffs, handling adhoc or face-to-face complicated enquiries from clients or sale force.
- In overall, Manager, Customer Service is expected to understand and satisfy Sun Life Viet Nam clients' requirements and exceed their expectations if possible.
Major accountabilities:
- Ensure walk-in advisors and clients receive service timely, professional assistance and accurate information in order to retain business and help generate new ones.
- Oversee the achievement and maintenance of agreed clients service levels and standards
- Monitors team performance, reports on statistics, recommends and implements changes to continually improve work productivity
- Analyze relevant data to determine customer service outputs. Identify and implement strategies to improve quality of service, productivity and profitability
- Co-ordinate and manage client service projects and initiatives
- Evaluate and performance manage staff. Identify and address staff training and coaching needs