Call Centre Manager

Zurich Insurance; Kuala Lumpur; On-site; MYR 89,000 - 179,000; Full time

Job summary

Zurich is seeking a Call Centre Manager to lead the Customer Contact Centre operations, ensuring delivery of excellent customer service, efficient handling of inquiries and compliance with service targets within the insurance business.

The role requires 5–8 years in contact centre operations, at least 3 years in people management, and strong leadership with deep knowledge of insurance products and claims processes. You will drive performance and a positive team culture.

Qualifications

• Bachelor's degree in a related field (business, insurance or customer service).
• 5–8 years of experience in Contact Centre/Customer Service Operations, preferably in insurance or financial services.
• At least 3 years of people management leading a customer service or call centre team.
• Strong understanding of insurance products, policy servicing, claims processes and customer journeys.
• Experience handling customer complaints and regulatory service requirements.
• Proven leadership, stakeholder management and coaching skills.

Responsibilities

• Demonstrates understanding of the customer’s needs and ensures they are met.
• Research and respond to inquiries from customers and log data into tracking systems.
• Prepare referrals to prospective customers and coordinate with claims staff for insureds and others calling to report claims.
• Contribute to a positive team culture and working environment.
• Act within authority levels to ensure fair treatment of customers and protect stakeholders’ interests.

Skills

People management

Leadership

Customer service

Regulatory knowledge

Stakeholder management

Education

Bachelor's degree

Job description

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Call Centre Manager

137541

Job Summary

Lead and manage the Customer Contact Centre operations to ensure delivery of excellent customer service, efficient handling of enquiries and complaints, and achievement of service level targets. The role is responsible for driving team performance, operational efficiency, customer satisfaction, and regulatory compliance within the insurance business.

Job Accountabilities - Key Accountabilities

• Demonstrates an understanding of the customer’s needs and ensures they are met.
• Research and respond to telephone and electronic inquiries from customers, and enter inquiry data into tracking system.
• Prepare referrals to prospective customers, and locate claims office staff for insureds and other parties calling to report claims.
• Contribute to achieving a positive team culture and working environment.
• Act within agreed authority levels to ensure fair treatment of customers and to protect business stakeholders’ interests.

Job Qualifications

Bachelor's Degree in Business Administration, Insurance, Customer Service, or related field.

Minimum 5-8 years of experience in Contact Centre / Customer Service Operations, preferably within the insurance or financial services industry.

At least 3 years of people management experience leading a customer service or call centre team.

Strong understanding of insurance products, policy servicing, claims processes, and customer journey.Experience managing customer complaints and regulatory-related service requirements.

Strong leadership, stakeholder management, and coaching skills.

You are the heart & soul of Zurich!

At Zurich, we like to think outside the box and challenge the status quo. We take an optimistic approach by focusing on the positives and constantly asking What can go right?

We highly value the experience and know-how of our employees and offer a wide range of opportunities across business areas to encourage you to apply for new opportunities within Zurich when you are ready for your next career step.