Head of BCS

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Key Responsibilities:

Leadership and Management: Lead, mentor, and develop the customer service team to ensure they deliver exceptional service and achieve performance targets.
Customer Experience: Design and implement strategies to enhance the customer experience, ensuring all interactions with customers are positive and professional.
Operations Oversight: Oversee daily branch operations to ensure efficient and effective service delivery, including managing resources and resolving any operational issues.
Performance Improvement: Monitor and analyze customer service metrics to identify areas for improvement and implement changes to enhance service quality and efficiency.
Relationship Management: Build and maintain strong relationships with customers, addressing their needs and concerns promptly and effectively.
Training and Development: Develop and implement training programs to ensure the customer service team is equipped with the necessary skills and knowledge.
Collaboration: Work closely with other departments to ensure a seamless customer experience and identify opportunities for service enhancements.

What motivates you?

You obsess about customers, listen, engage and act for their benefit.
You think big, with curiosity to discover ways to use your agile approach and enable business outcomes.
You thrive in teams and enjoy getting things done together.
You take ownership and build solutions, focusing on what matters.
You do what is right, work with integrity and speak up.
You share your humanity, helping us build a diverse and inclusive work environment for everyone.

Qualifications:

Bachelor's degree in Business Administration, Management, or related field.
Proven experience in a customer service leadership role, preferably in a branch or retail environment.
Strong leadership and team management skills.
Excellent communication and interpersonal skills.
Ability to analyze data and make informed decisions.
Strong problem-solving skills and attention to detail.
Commitment to delivering exceptional customer service.

What can we offer you?

A competitive salary and benefits packages.
A growth trajectory that extends upward and outward, encouraging you to follow your passions and learn new skills.
A focus on growing your career path with us.
Flexible work policies and strong work-life balance.
Professional development and leadership opportunities.

Our commitment to you

Values-first culture
We lead with our Values every day and bring them to life together.
Boundless opportunity
We create opportunities to learn and grow at every stage of your career.
Continuous innovation
We invite you to help redefine the future of financial services.
Delivering the promise of Diversity, Equity and Inclusion
We foster an inclusive workplace where everyone thrives.
Championing Corporate Citizenship
We build a business that benefits all stakeholders and has a positive social and environmental impact.

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 https://www.manulife.com/en/about/our-story.html.

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 recruitment@manulife.com.

Working Arrangement

Hybrid

Average salary estimate

$70000 / YEARLY (est.)

min

max

$60000K

$80000K

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What You Should Know About Head of BCS, Manulife

Are you ready to take the reins as the Head of BCS at Manulife in Ho Chi Minh? This pivotal role is all about leadership and management, where you'll guide the customer service team to deliver exceptional experiences and hit performance targets. We’re looking for someone who’s passionate about enhancing customer satisfaction through strategic initiatives, ensuring that every interaction is not just professional, but also memorable. You’ll oversee daily operations, manage resources, and handle any challenges head-on. Your analytical skills will come into play as you monitor service metrics and implement improvements, always aiming for that next level of efficiency. Building and maintaining strong relationships with our customers is key, as is developing your team's skills through tailored training programs. Collaboration is at the heart of this role, so you’ll work closely with other departments to create seamless customer experiences. If you're driven by curiosity, integrity, and a desire to innovate in the world of financial services, we’d love for you to join our dynamic team, creating meaningful solutions for the future at Manulife.

Frequently Asked Questions (FAQs) for Head of BCS Role at Manulife

What are the primary responsibilities of the Head of BCS at Manulife?

As the Head of BCS at Manulife, you will lead and mentor the customer service team, oversee daily operations, and design strategies to enhance customer experience. Monitoring service quality, building customer relationships, and collaborating with other departments are also key responsibilities.