Head of Customer Experience & Service Delivery

Great Eastern; Kuala Lumpur; On-site; MYR 180,000 - 280,000; Full time

Job summary

Great Eastern in Kuala Lumpur is seeking a Senior Operations leader to head the Customer Service front line and the Backend Certificate Service Processing team. You will drive service delivery, implement improvements and align with product campaigns and claims processes.

You will lead capacity planning, monitor KPIs like CSAT and NPS, collaborate with vendors, and foster an data-driven culture to enhance customer experience while ensuring risk and governance compliance.

Qualifications

• A basic degree with 10+ years in life insurance/Takaful.
• Proven leadership to manage front-line CS and backend teams.
• Strong English written and spoken communication.

Responsibilities

• Leads and manages the operations and service delivery for Certificate Servicing (CES) and Customer Service (CS).
• Ensures service level and quality targets (CSAT, QC) are met.
• Manages outsourcing vendors and monitors performance.
• Drives customer experience improvements via data analytics and VOC/VOD feedback loops.
• Ensures compliance with Risk, Governance & regulatory requirements.

Skills

Leadership

CS Management

Operational Excellence

Analytics

Regulatory Compliance

Vendor Management

English Communication

Education

Bachelor's degree (life insurance/Takaful)

Job description

Great Eastern in Kuala Lumpur is seeking a Senior Operations leader to head the Customer Service front line and the Backend Certificate Service Processing team. You will drive service delivery, implement improvements and align with product campaigns and claims processes.

You will lead capacity planning, monitor KPIs like CSAT and NPS, collaborate with vendors, and foster an data-driven culture to enhance customer experience while ensuring risk and governance compliance.