10+ years managerial experience in financial services
Customer centre leadership and team management
Vendor outsourcing and third-party risk management
The role involves leading a next-generation Customer Centre to deliver seamless end-to-end service while driving high CSAT for customers and Life Planners
Job Summary
The role involves leading a next-generation Customer Centre to deliver seamless end-to-end service while driving high CSAT for customers and Life Planners.
Candidates will be responsible for championing digital adoption, managing vendor outsourcing, and transforming branch staff from transactional roles to advisory capabilities.
The position requires ensuring strict compliance with internal and regulatory requirements, including Anti-Money Laundering protocols, while leveraging data analytics for strategic decision-making.
Matching Summary
The role involves leading a next-generation Customer Centre to deliver seamless end-to-end service while driving high CSAT for customers and Life Planners.
Skills & Requirements
Must-have
10+ years managerial experience in financial services
Customer Centre leadership and team management
Vendor outsourcing and third-party risk management
Digital adoption and agile practice implementation
Data analytics for performance optimization
Compliance with AML and regulatory requirements
Nice-to-have
Experience in healthcare steerage initiatives
Strategic partnership with distribution teams
Ability to upskill staff into advisory roles
Strong stakeholder coordination skills
Commitment to ESG and sustainability goals
Key Requirements
Minimum 10 years of managerial experience in financial or service industry
Tertiary education required
Proven track record of exceptional customer service leadership