src=9396587;type=ctpma0;cat=china0;dc_lat=;dc_rdid=;tag_for_child_directed_treatment=;tfua=;npa=;ord=1? Head, Customer Service







Job Description:



  • Assist the Head of Life Insurance Operations by supporting and driving the successful delivery of customer relationship and service activities for life insurance business.

  • Support and implement the strategic objectives and business plan through efficient management of the policy service and customer service operations.

  • Work in tandem with business units to ensure service delivery and recovery. Participate in the development and execution of insurance service and marketing strategies to foster business line growth and customer relations.

  • Oversee the daily operations of the various customer touchpoints. Primarily responsible for handling a variety of enquiries/functions including, but not limited to, customer service delivery, complaint handling, underwriting, claims, and processing of policy servicing requests for life insurance business.


  • Ensure the proper identification and implementation of appropriate operational metrics used in monitoring, measuring performance, efficiency and effectiveness in the customer service and policy service functions.

  • Ensure customer issues are handled in accordance with the FAIR dealing guidelines. To prepare and attend hearings at FIDREC where applicable, if complaints are escalated to FIDREC.

  • Provide regular updates to Head of Life Insurance Operations on the team’s performance (KPIs). Work closely with Head of Life Insurance Operations to evaluate service requirements including customer service level agreement criteria and internal metrics for availability, performance and other service attributes.

  • Supervision of policy service operations to ensure accurate and timely processing of post-sale policy requests and eliminate the risk of reputation and financial loss for the company.

  • Establish guidelines, forms and procedures and ensuring that effective and efficient systems, controls and operating guidelines are in place and in practice within the department.

  • Active involvement in customer engagement projects, new product launches (user requirements), UAT testing.

  • Any other project/work assigned by the Head of Life Insurance Operations.






  • Diploma or Degree holder in any discipline would be preferred.

  • Minimum 10 years of relevant experience in life insurance operations with at least 4 years in a similar role (call center experience will be an added advantage).

  • Possess insurance knowledge including life insurance products, underwriting concepts, business and regulatory practices and processing of policy service requests. Insurance qualifications such as M5, M9, Certificate in Health Insurance and LOMA will be added advantage.

  • Possess strong leadership qualities and experienced in staff motivation, mentoring, and training.

  • Customer centric with excellent interpersonal and communication skills.

  • Highly adaptable, positive and resilient in a fast-paced challenging environment.

  • Proficient in MS Office.


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