Head of CX Operations & Digital Transformation

Hong Leong Assurance; Selangor; On-site; MYR 180,000 - 250,000; Full time

Job summary

A leading assurance company in Malaysia is seeking an experienced official to oversee customer service excellence. This strategic role demands over 20 years of experience, including 10 years in leadership, particularly within the financial industry. The successful candidate will drive initiatives to enhance customer experience, lead a large team, and manage stakeholder relations. Key skills include strategic thinking and proficiency in data analysis and CRM systems.

Qualifications

• At least 20 years of working experience.
• Minimum 10 years in a leadership role.
• Preferably candidates with financial industry experience.

Responsibilities

• Oversee performance metrics and SLA adherence.
• Lead initiatives to enhance digital adoption.
• Resolve escalations with effective solutions.

Skills

Leadership

Strategic thinking

Customer experience improvement

Team management

Stakeholder management

Data analysis

Communication

Education

Degree in Business Studies/ MBA / equivalent

Tools

MsOffice applications

CRM system

Tableau

Job description

A leading assurance company in Malaysia is seeking an experienced official to oversee customer service excellence. This strategic role demands over 20 years of experience, including 10 years in leadership, particularly within the financial industry. The successful candidate will drive initiatives to enhance customer experience, lead a large team, and manage stakeholder relations. Key skills include strategic thinking and proficiency in data analysis and CRM systems.