Michaela Li

Michaela Li is a seasoned professional in customer service and operations management, currently serving as Senior Director and Head of Customer Service at Manulife Hong Kong and Macau since October 2023, overseeing complaints, continuous improvement, and various customer engagement initiatives. Previously, Michaela held the position of Head of Operations for AIG in Hong Kong and Macau from July 2018 to July 2023, managing contact center operations and third-party risk. Michaela's experience at Standard Chartered Bank spanned over six years, where roles included Senior Manager of Banking Operations, focusing on performance management and process reengineering, as well as Unit Manager for the Call Center in China. Early career achievements include leading collections strategy at VantAsia and foundational management of call center operations at Standard Chartered Bank China Limited. Michaela holds a Master’s degree in Human Resource Management from CQUniversity.