Contact Centre Manager

AIG Malaysia Insurance Berhad

Kuala Lumpur, Malaysia
Customer experience strategy
Omni-channel service capabilities
Operational excellence
Lead the delivery and transformation of customer service operations to ensure a seamless, high quality customer experience across all channels

Job Summary

  • Lead the delivery and transformation of customer service operations to ensure a seamless, high quality customer experience across all channels.
  • Build a high performance, digitally enabled service workforce capable of supporting evolving customer needs.
  • Ensure all service operations comply with regulatory requirements, internal policies and insurance industry standards.

Matching Summary

Lead the delivery and transformation of customer service operations to ensure a seamless, high quality customer experience across all channels.

Skills & Requirements

Must-have

  • Customer Experience Strategy
  • Omni-channel Service Capabilities
  • Operational Excellence
  • Workforce Management Strategies
  • Service KPIs and Performance Dashboards
  • Risk, Compliance, and Governance

Nice-to-have

  • Agility and Collaboration Culture
  • Continuous Learning Environment
  • Digital Engagement Enhancement
  • Innovation in Customer Service

Key Requirements

  • Experience in Contact Centre Management
  • Experience in General Insurance
  • Experience in Service Transformation Initiatives

Work Rights

Not specified

Tailored Resume

Cover Letter