Contact Centre Leader — Channel Ops & Strategy

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

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.