Manager, Customer Service (Life Insurance Project)

Job Purpose

The Customer Service Manager oversees daily customer service operations and leads the development of systems, procedures, and service standards to ensure a seamless customer experience. The role involves managing the customer service team, defining system requirements, leading user acceptance testing, and driving improvements across all service touchpoints, including call centers, customer portals, and service counters.

Key Accountabilities (1)

- Participate on user acceptance testing to build up customer service system such as Customer portal, Call center
- Perform all or some of the customer service tasks as required: welcome call, inbound/outbound call, complaint handling, directly serve customer at customer service counter, Customer care program…
- Contribute ideas to build up the procedures, regulations and guideline of customer service

Success Profile - Qualification and Experiences

- University degree, preferably in finance/ banking/ insurance/ linguistics

- LOMA ALMI/FLMI certificate required
- English is an advantage
- At least 5 years of experience in Customer Service in the Life Insurance industry
- At least 3 years of management experience in Customer Service in the Life Insurance industry