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Job Description

​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


  • 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