Job Purpose
Responsible for leading and overseeing end-to-end Customer Service operations, including Customer Service Center, Customer Complaint Handling, and Operations Excellence, to ensure high service quality, operational efficiency, and compliance with defined processes, standards, and regulations—ultimately enhancing customer experience and supporting business objectives.
Key Duties/Responsibilities
- Lead and drive end-to-end Customer Service operations, including Customer Service Center, Customer Care, Complaint Handling, and Operations Excellence, delivering seamless and high-quality customer experiences
- Champion customer experience excellence, continuously enhancing service quality across all channels and ensuring timely, effective resolution of customer needs
- Design and strengthen governance frameworks, including policies, procedures, controls, and risk management to ensure operational efficiency and regulatory compliance
- Own operational performance, managing KPIs and leading continuous improvement initiatives to enhance productivity, efficiency, and cost optimization
- Elevate complaint management practices, driving root cause analysis, quality assurance, and proactive actions to improve customer satisfaction and trust
- Partner with business and distribution teams, including bancassurance channels and strategic banking partners, to optimize frontline customer journeys and service processes
- Deliver actionable insights to leadership, providing data-driven recommendations to support strategic decisions and operational excellence
- Build and inspire high-performing teams, developing strong capabilities in customer service, complaint management, and operations excellence
- Contribute to business growth, driving customer retention, persistency, and long-term customer value creation.
Qualifications
- From 5 years of experience in insurance, financial services, or telecommunications with leadership exposure
- Strong understanding of customer service operations and multi-channel service models
- Solid knowledge of insurance operations, policy administration, and customer retention initiatives
- Proven leadership skills with ability to inspire, develop, and drive high-performing teams
- Strong analytical mindset with focus on continuous improvement and customer-centricity
