Hotline Assistant Manager

We are looking for a detail-oriented and dedicated individual to join our Contact Center team as a Hotline Assistant Manager. As a Hotline Assistant Manager, you will play a key role in ensuring the smooth and efficient operation of our hotline services. You'll support the team in managing daily activities, resolving customer issues, and implementing improvements that enhance the overall customer experience. You'll gain professional growth through hands-on experience and cross-functional projects.

Position Responsibilities:

In this role, you will be responsible for:

Daily monitoring. This role involves:  Handling 24/7 inbound and outbound calls about customers and sales' concerns, enquiries and complaints (especially calls related to claims) in a timely manner and in accordance with company's policy, providing right information, appropriate solutions and alternatives:

- Responsible for leading and nurturing a high-performing, customer-focused team by providing clear direction, ongoing coaching, mentorship, and development opportunities to all team members.

- Build and sustain strong relationships with both internal and external customers to consistently meet or exceed service level expectations, while proactively identifying opportunities to enhance service quality and improve tNPS scores.

- Demonstrate a solid understanding of departmental scheduling, volume management, individual and team performance metrics, and key Customer Service indicators. Continuously monitor team performance and provide coaching to ensure employees consistently achieve or surpass departmental goals and key performance indicators.

- Effectively identify and address performance issues to minimize business risks, ensuring timely and efficient resolution.

- Identify and recommend solutions that reduce service disruptions, enhance operational efficiency and productivity, and include actionable plans for implementation.

- Provide business continuity and support to management during their absence, ensuring seamless operations and decision-making.

- Deliver timely communications and updates to employees, proactively mitigating risks and minimizing potential business impacts.

- Ensure all team controls are effectively managed, with staff consistently adhering to established processes and procedures.

- Make key decisions related to training, and development to build and maintain a high-performing team.

Contribution as Subject Matter Expert in projects relating to enhance customer services.

Collaborate effectively with colleagues to enhance customer service quality. Coordinate cross-functional efforts to ensure seamless issue resolution, with a particular focus on claims-related matters, to achieve departmental objectives.

Maintain customer data privacy and comply with all company regulations.

Duties to support Department targets and Company objectives as and when assigned by Team leader/Line Manager.

Required Qualifications:

• University or College Degree

• Having experience at least 3 years in insurance industry with leader role.

• Knowledge of customer service principles and practices, Customer service orientation.

• Prior experience in a call center or customer service role is often preferred.

• Proficiency in using digital tools, CRM systems, and call center equipment.

• Effective communication skills, both written and verbal. Good attitude and respect colleagues

• Strong leadership skills

• Ability to adapt to changing demands.

• Ability to multi-task, set priorities and manage time effectively.

• Willingness to collaborate with team members and contribute to a positive working environment.

• Strong attention to detail and organizational skills

Preferred Qualifications:

• Familiarity with insurance industry standards and regulatory requirements.

• Hard working, honesty, be able to work under high pressure

• Negotiation & Problem solving skill

• English intermediate is preferred

When you join our team:

• We'll empower you to learn and grow the career you want.

• We'll recognize and support you in a flexible environment where well-being and inclusion are more than just words.

• As part of our global team, we'll support you in shaping the future you want to see.

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit

Manulife is an Equal Opportunity Employer

At Manulife/John Hancock, we embrace our diversity. We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law.

It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process, contact

Working Arrangement