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.
Expanded scope includes managing vendor outsourcing for efficiency, overseeing virtual branch, shaping branch strategy, and leveraging data analytics for performance optimization and proactive decision-making.
Ensure that Environmental, Social, and Governance (ESG) considerations are central to all initiatives, reflecting our commitment to sustainability and ethical practices by championing the adoption of digital solutions through AIA+, paperless and enhance customer financial literacy and wellness, ensuring a commitment to our brand purpose.
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
Drive high CSAT for customers
Champion digital adoption and agile practices
Manage vendor outsourcing for efficiency
Leverage data analytics for performance
Ensure compliance with regulations
Enhance customer financial literacy and wellness
Nice-to-have
Empowering people to find their 'better'
Shift from transactional to advisory engagements
Foster a culture of performance orientation
Commitment to sustainability and ethical practices