Contact Center Leader: Customer Experience & Operations

Sun Life Financial; Indonesia; On-site; IDR 60,000,000 - 90,000,000; Full time

Job summary

Sun Life Financial Indonesia is seeking a Contact Center Manager to lead end-to-end contact center operations, delivering consistent, high-quality, compliant customer service across Call Center, Customer Service Center and Digital Services. You will own service performance, customer experience, service recovery, workforce effectiveness and governance, while building risk controls and regulatory compliance.

The role focuses on developing talent and driving improvements across multi-channel

Qualifications

• Bachelor’s degree; a master’s degree is an advantage.
• 8–10 years of experience in Contact Center, Customer Service, Service Operations, Complaint Management, or Operations.
• 3–5 years of leadership experience in customer service teams.

Responsibilities

• Define and execute the Contact Center strategy, operating model, service standards and governance to align customer service delivery with Client Services priorities and customer needs.
• Lead integrated multi-channel service operations across Call Center, Customer Service Center and Digital Services, ensuring service levels, response times, productivity, quality and operational readiness are achieved.
• Oversee complaint management and service recovery to ensure complaints are resolved accurately, within required timelines and in accordance with regulatory and company requirements, while driving corrective and preventive actions.
• Improve customer experience and service quality by monitoring customer feedback, interaction trends and service pain points, and by coordinating end-to-end improvements with relevant functions.
• Strengthen risk management, data privacy, compliance and operational controls across customer interactions, and provide timely performance and risk insights to management governance forums.
• Build leadership and operational capability through workforce planning, coaching, performance management, engagement and succession planning for Contact Center teams.

Skills

Multichannel service mgmt

Workforce planning

Complaint management

Customer experience governance

Regulatory compliance

Data analytics

Digital service adoption

Education

Bachelor’s degree

Master’s degree (advantage)

Job description

Sun Life Financial Indonesia is seeking a Contact Center Manager to lead end-to-end contact center operations, delivering consistent, high-quality, compliant customer service across Call Center, Customer Service Center and Digital Services. You will own service performance, customer experience, service recovery, workforce effectiveness and governance, while building risk controls and regulatory compliance.

The role focuses on developing talent and driving improvements across multi-channel