Job Duties:
Oversee and manage sub teams across the customer service department including hotline, service center, complaint etc.
Lead teams to ensure clear goals, targets and high-quality service are delivered
Develop customer service strategies, frameworks to enhance customer experience
Analyze data and metrics to identify improvement areas and to implement strategies for enhancements
Ensure smooth coordination with other departments to handle customer enquiries and requests
Manage and respond to complaints from regulators, customers and to lead the team in case resolution
Requirements:
10+ years of working experience in financial industry, preferably insurance
Solid experience in customer service operations including enquiries, complaint and escalated case handling
Strong operation management experience with record of performing process optimization, uplifting customer experience and quality assurance
Leadership and management skill in leading a sizeable team on daily operations and continuous development
Proficiency in stakeholder relationship management and meeting expectations
