Senior Contact Center Lead - Multi-Channel & Compliance

SUN LIFE INDONESIA; Jakarta Selatan; On-site; IDR 600,000,000 - 1,000,000,000; Full time

Job summary

Sun Life Indonesia is seeking a seasoned Contact Center Manager in Jakarta to lead a multi-channel customer service function, including call center, digital services and complaint handling. You will drive workforce planning, performance analytics and service quality governance while ensuring regulatory compliance and data privacy across all interactions.

The role requires 8–10 years in contact center or operations, with 3–5 years in leadership, preferably in insurance/financial services.

Qualifications

• Education: Bachelor's degree; a master's degree is an advantage.
• Experience: 8–10 years in Contact Center, Customer Service or Operations with 3–5 years of leadership.
• Industry: insurance or financial services experience is a plus.
• Technical competencies: contact center, workforce, multi-channel ops, analytics, risk and compliance.

Responsibilities

• Lead end-to-end contact center function across all channels with accountability for performance and compliance.
• Oversee call center, customer service center and digital services operations.
• Manage workforce planning, capacity and performance analytics.
• Drive complaint management, service recovery and customer experience governance.
• Ensure regulatory compliance and data privacy across interactions.
• Develop talent, coach leaders and build operational capability.

Skills

Contact Center Management

Workforce Management

Multi-Channel Service Operations

Complaint Management

Customer Experience

Service Quality

Regulatory Compliance

Operational Risk Control

Data Analytics

Process Improvement

Digital Service Adoption

Education

Bachelor's degree

Job description

Sun Life Indonesia is seeking a seasoned Contact Center Manager in Jakarta to lead a multi-channel customer service function, including call center, digital services and complaint handling. You will drive workforce planning, performance analytics and service quality governance while ensuring regulatory compliance and data privacy across all interactions.

The role requires 8–10 years in contact center or operations, with 3–5 years in leadership, preferably in insurance/financial services.