AI-Driven Customer Service Operations Leader

Cigna Health and Life Insurance Company

Kuala Lumpur

On-site

MYR 90,000 - 150,000

Full time

2 days ago

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Job summary

Cigna Health and Life Insurance Company in Kuala Lumpur is seeking a Customer Service Supervisor to lead end-to-end operations, drive service excellence, and maintain governance across all touchpoints. You will manage performance, coach teams, and implement continuous improvements in a regulated, high-volume environment.

The role emphasizes people leadership, talent development, and leveraging AI-enabled solutions to enhance customer experience and efficiency.

Qualifications

Bachelor's degree preferred.
5–7 years in customer service, operations, or contact center.
2–3 years of leadership or supervisory experience.
Experience in regulated environments (insurance/healthcare/financial services) preferred.
Strong analytics to translate data into improvements.

Responsibilities

Lead and develop a world-class customer service team delivering exceptional experiences across channels.
Foster a customer-first culture with professionalism, empathy, and ownership.
Oversee end-to-end operations across calls, emails, chat, and digital platforms.
Monitor service levels, ASA, queue performance, turnaround times, and case aging.
Drive improvements by reviewing journeys, identifying pain points and implementing actions.
Coach and manage performance to maintain high service quality and governance.
Proactively manage workforce allocation and workload balancing.
Escalate and resolve complex or high-impact customer issues with effective recovery.
Ensure governance, data privacy, and information security compliance.
Build partnerships with internal and external stakeholders for seamless resolutions.