Assistant Manager / Manager, Contact Centre (Cantonese Speaking)

AIA Hong Kong; Cyberjaya; On-site; MYR 163,000 - 246,000; Full time

Job summary

A leading insurance provider in Malaysia seeks a Corporate Solutions Manager to plan and manage various communication channels, including chat and email. The ideal candidate will streamline processes, drive team performance, and ensure customer complaint resolution. This role requires strategic leadership in aligning departmental goals with the company's objectives, focusing on performance standards and effective collaboration with leadership teams.

Responsibilities

• Drive process streamlining to enhance efficiency and effectiveness.
• Oversee communication channels ensuring performance targets are met.
• Conduct quarterly meetings to update team members on performance.
• Review and manage headcount to ensure optimal workforce distribution.
• Ensure smooth integration of additional processes into BAU.
• Handle and resolve customer complaints promptly.
• Address daily escalations and empowerment cases.

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.