Assistant Manager / Manager, Contact Centre (Cantonese Speaking)

AIA; Cyberjaya; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading insurance company in Malaysia seeks an Operational Leader to manage corporate solutions encompassing hotline and email communication. The successful candidate will drive process efficiencies, oversee channel management, and collaborate with stakeholders to align with strategic objectives. If you're ready to help create a healthier future while developing your career in a supportive environment, apply now.

Qualifications

• Ability to streamline processes for efficiency.
• Experience in managing communication channels effectively.
• Strong leadership in performance management.

Responsibilities

• Drive process streamlining and enhance efficiency.
• Oversee communication channels to meet targets.
• Conduct quarterly performance updates with team.

Job description

At AIA we’ve started an exciting movement to create a healthier, more sustainable future for everyone.

It’s about finding new ways to not only better people's lives, but to better the communities and environments we live in. Encompassing our ambition of helping a billion people live Healthier, Longer, Better Lives by 2030.

And to get there, we need ambitious people who believe in playing an important part in shaping that future. People seeking unmatched career and personal growth opportunities, who are driven to work with, and learn from some of the most inspiring and supportive leaders in the business.

Sound like you? Then read on.

About the Role

To plan, direct and manage the Corporate Solution of all Channel includes Chat/Hotline and Email of team performance.

Operational Leadership

• Drive Process Streamlining: Identify and implement opportunities to streamline processes to enhance efficiency and effectiveness.
• Channel Management: Oversee all communication channels (hotline, live chat, and email) to ensure they meet performance targets and service standards.
• Quarterly Updates: Conduct quarterly meetings to update team members on performance, changes, and other relevant information.
• Headcount Management: Continuously review and manage the actual vs. budgeted headcount to ensure optimal workforce distribution.
• Process Migration: Ensure the smooth and timely integration of any additional processes into the Business-As-Us-ual (BAU) environment.
• Complaint Resolution: Handle and resolve customer complaints promptly and prepare management reports within the given deadlines.
• Daily Escalations: Address and resolve empowerment cases and escalations on a daily basis.

Strategic Leadership

• Strategy Development: Develop, review, and report on the department’s strategy, ensuring it aligns with the company’s overall strategic objectives.
• Performance Standards: Ensure that operating objectives and performance standards are consistently met within a manageable environment.

External Stakeholder

• Management Team of AIA Hong Kong: Communicate and collaborate with the management team of AIA Hong Kong.
• Functional Heads in AIA Hong Kong: Work with functional heads in AIA Hong Kong to align on strategic and operational goals.
• Functional Working Groups: Participate in functional working groups in AIA Hong Kong to drive initiatives and improvements.
• Migration Project Managers: Coordinate with migration project managers to ensure successful project execution.

Build a career with us as we help our customers and the community live Healthier, Longer, Better Lives.

You must provide all requested information, including Personal Data, to be considered for this career opportunity. Failure to provide such information may influence the processing and outcome of your application. You are responsible for ensuring that the information you submit is accurate and up-to-date.