Senior Officer, Operations

Call Centre business will have steady growth in the 2021 with sales improvement projects and operation enhancement. The primary focus of the position is to support Cigna Direct in daily operations and sales improvement projects. Cigna Direct is an important channel to generate revenue and the key driver to company business goal achievement.      

50% of Sales Operation Supports

The role of Senior Officer to assist department for all sales related operation supports, including all sales related reports preparation and daily call centre administration. 

50% of Project Team

Support Telemarketing Department Project Team for new product launch and sales enhancement activities.  To work closely with Training team including CA’s scripting preparation, voice recording operation and phone system maintenance, maintain an organized structure of information to support daily sales operation efficiency, conduct UAT and campaign setting arrangement. Timely sales reporting operation also one of the key responsibility for this post. 

The role holder will report to the Senior Manager, Sales Project & Development in support of all the sales operations and project development duties for Cigna Direct.

The role provides dual support to the Customer Advisor operation team and also the Project team of Cigna Direct. Support Manager to maintain and improve the sales operation capability of the Cigna Direct e.g. problem-solving, dealing with ad-hoc task and offer solutions, provide useful advice to our teammates or other department, etc. Support Project team for new products launch e.g. scripting, prepare product’s materials, etc. Work closely with internal departments such as Training team to drive continuous improvement and departmental efficiency.

Key Challenges / Anticipated Changes in Environment

• Evaluate and enhancement for all Customer Advisor effectiveness

• Prepare /maintain sales scripting to support Customer Advisor to achieve the aggressive sales target

• Operation model need to streamline the workflow to support Cigna Direct growth.

Experience / Knowledge, Education and Other Requirements

• Degree holder in any related discipline (experienced Call Center background will be an advantage)

• Passes in IIQE Paper I, II, III is an advantage

• A minimum of 3 years insurance industry experience, preferably gained from the medical insurance companies with a minimum of 1 year call center experience  

• Good command of Chinese and English, both spoken and written

• Self-motivated, positive mindset, able to multi-task and work under tight timelines

• Good command of Office Application and Chinese Input Method.

• Sensitive to figures with strong analytical skills