Associate Director, Customer Centres

AIA Australia

Kuala Lumpur, Malaysia
Lead next-generation customer centre
Champion digital adoption and agile practices
Manage vendor outsourcing for efficiency
Lead a next-generation Customer Centre in partnership with Distribution to deliver seamless end-to-end service, driving high CSAT for customers and Life Planners

Job Summary

  • Lead a next-generation Customer Centre in partnership with Distribution to deliver seamless end-to-end service, driving high CSAT for customers and Life Planners.
  • Champion digital adoption, agile practices, and shift from transactional to advisory engagements with personalized solutions.
  • Ensure that Environmental, Social, and Governance (ESG) considerations are central to all initiatives, reflecting our commitment to sustainability and ethical practices.

Matching Summary

Lead a next-generation Customer Centre in partnership with Distribution to deliver seamless end-to-end service, driving high CSAT for customers and Life Planners.

Skills & Requirements

Must-have

  • Lead next-generation Customer Centre
  • Champion digital adoption and agile practices
  • Manage vendor outsourcing for efficiency
  • Leverage data analytics for performance optimization
  • Drive cost management initiatives
  • Enhance customer Net Promoter Score (NPS)

Nice-to-have

  • Empower people to find their 'better'
  • Support Healthier, Longer, Better Lives
  • Promote continuous improvements
  • Foster deeper customer relationships
  • Cultivate an agile work environment

Key Requirements

  • Minimum 10 years managerial experience
  • Tertiary education
  • Proven track record of leading teams
  • Strong problem-solving abilities
  • High proficiency in communication skills

Work Rights

Not specified

Tailored Resume

Cover Letter