The Opportunity

The customer is the focus of everything we do, and millions of end users rely on our products daily. We believe in the value of empowering our professionals with the resources to solve critical problems for the future of our business, which is why we need you. 

We are looking for someone with: 

• Minimum 3 years' related work experience in insurance or relevant industries
• Good understanding of individual insurance products, operations and processes is advantageous.
• Experience with digital transformation projects, particularly in implementing and managing chatbot solutions
• Familiarity with AI technologies and a keen interest in emerging digital tools and platforms.
• Good analytical and problem-solving skills and disciplined with project scheduling
• Well-organized and detail-oriented with flexibility in working hours.
• Strong attention to detail and ability to monitor and evaluate system performance metrics to maintain consistent service quality across all digital platforms.        
• Capable of clearly and effectively communicating business processes and ideas both verbally and in written English.
• Proficiency in contact center technologies such as CRM systems, IVR, chatbot, and livechat would be the advantages.

On the job you will: 

• Support the transformation lead in design and execution of digital strategy using data and insights to assess feasibility and value of digital features or functions.
• Work with stakeholders, partners, vendors, and IT teams to design and optimize digital flows, enhancing user engagement within timelines.
• Regularly review and update chatbot content to ensure that digital service interactions meet company standards and maintain accuracy, relevance, and quality of responses, ensuring accurate intent recognition and efficiency
• Support various functions within the Contact Center, including digital initiatives (e.g., Live Chat, Chatbot), MIS reporting, and BAU tasks like system changes and testing after infrastructure updates or deployments, to ensure system stability and performance. ·        
• Stay informed on AI chatbot advancements to enhance capabilities and service quality.
• Provide support to end users and assist on resolving the system issue
• Assist on ad-hoc requests and administrative tasks as assigned by supervisor

關於宏利和恒康

宏利金融公司是一家業界領先的國際金融服務集團，致力於幫助人們實現「輕鬆智選，精彩人生」。我們的全球總部位於加拿大多倫多；在亞洲、加拿大和歐洲以「宏利」之名營運，在美國主要以「恒康」之名營運。我們為個人、團體和機構提供財務諮詢、保險以及財富和資產管理解決方案。截至 2022 年底，我們擁有超過 40,000 名員工、超過 11.6 萬名代理人，及數以千計的經銷夥伴，為超過 3400 多萬名客戶提供服務。截至 2022 年底，我們管理的資產規模達 1.3 兆加元（1.0 兆美元），其中投資資產總額為 0.4 兆加元（0.3 兆美元），獨立基金淨資產為 0.3 兆加元（0.3 兆美元）。我們在多倫多、紐約和菲律賓的證券交易所以「MFC」名稱進行交易，在香港證券代碼為「945」。

宏利為重視就業機會平等之雇主

在宏利／恒康，我們擁抱多元。我們致力吸引、發展並留住多元化的員工隊伍，正如我們所服務的客戶一樣多元化，並打造包容的工作環境，在充分發揮文化優勢的同時尊重個體差異。我們矢志維持公平的招聘、挽留、晉升及薪酬制度，我們管理的所有實踐及項目不會因種族、血統、原籍地、膚色、族裔、国籍、宗教或宗教信仰、信仰、性別（包括懷孕及其相關情況）、性取向、遺傳特徵、退伍軍人身份、性別認同、性別表達、年齡、婚姻狀況、家庭狀況、殘疾或受適用法律保護的任何其他因素而區別對待。

我們的首要任務是消除障礙，為員工提供平等就業機會。人力資源部代表將盡力為應徵過程中提出要求的申請人提供合理協助。  申請人要求提供協助所分享的信息將會按照適用法律及宏利政策儲存及使用。  應徵過程中如需協助，請聯絡[via CTgoodjobs Apply Now]