Head, Operation CX

Hong Leong Assurance Berhad; Petaling Jaya; On-site; MYR 200,000 - 250,000; Full time

Job summary

A leading insurance company in Malaysia is seeking a Head of Operations to oversee performance metrics and lead strategic initiatives to enhance customer experience. Candidates must have a degree in Business Studies or equivalent, along with 20 years of experience including 10 in leadership roles. Proficiency in MsOffice, CRM systems, and data analysis tools is essential. The role involves driving branch transformation and ensuring compliance across customer service touchpoints.

Qualifications

• At least 20 years of working experience, with a minimum of 10 years in a leadership role.
• Preferably candidates with financial industry experience and P&L responsibilities.
• Strong process-driven and future-driven mindset.

Responsibilities

• Oversee performance metrics and SLA adherence across customer service touchpoints.
• Lead initiatives to enhance digital adoption and customer experience.
• Ensure compliance with audit requirements and resolve escalations.
• Drive branch transformation and modernize operational controls.

Skills

Leadership

Strategic thinking

Customer experience improvement

Team management

Stakeholder management

Data analysis

Presentation skills

Business acumen

Education

Degree in Business Studies / MBA

Tools

MsOffice

CRM systems

Tableau

Job description

Overview

Hong Leong Assurance Berhad (HLA) is one of Malaysia's leading insurance companies, offering a broad range of financial planning and protection solutions through an extensive network of branches, agents, and alternative distribution channels.

HLA has a long history of growth and strategic partnerships, enabling it to deliver innovative products and superior customer service across the country.

Responsibilities

• Oversee performance metrics, SLA adherence, and TAT compliance across customer service touchpoints.
• Lead initiatives to enhance digital adoption amongst customers and agents that contact customer touch points – walk‑in, call, and email.
• Ensure adherence to audit and compliance requirements, identifying and addressing any gaps.
• Resolve escalations raised by staff, agents, Exco members, and AD with effective solutions and timely communication.
• Drive branch transformation plans focusing on digitalisation, cashless operations, and staff capability development.
• Spearhead HLA 360 modernization initiatives and strengthen operational controls within the portal.
• Oversee the development and operational readiness of the corporate client portal to enhance client engagement.
• Analyze NPS findings from customer service channels and implement actionable improvements.
• Extend NPS initiatives to include new channels such as digital platforms and onboarding processes.
• Develop and deliver impactful CX workshops, including tailored content and case studies.
• Review and refine customer‑facing communications, ensuring alignment with brand voice and operational excellence.
• Ensure frontline readiness and effective communication for company‑wide initiatives, such as medical repricing.
• Monitor ageing cases, guide teams on TAT compliance, and drive timely resolution.
• Review and draft customer responses for complex cases involving BNM, OFS, or legal matters.
• Monitor outcome from weekly case resolution meetings to ensure accountability and progress.
• Create talent development plan for skill development, provide advisory service, and create subject‑matter experts within the front‑line team.
• Upskill front line teams to offer value‑add service that drives customer retention and improves NPS results.
• Implement proactive measures to mitigate CS operations risks, adherence to PDPA, AML/CFT, and Fair Treatment of Customers Measures.
• Review SOP changes made by CS departments in line with regulatory requirements.

Job Requirements

• Degree in Business Studies / MBA / equivalent.
• At least 20 years of working experience and minimum 10 years in a leadership role.
• Preferably candidates with financial industry experience, able to lead strategic initiatives on improving customer experience, large and diverse team management, stakeholder management and P & L responsibilities.
• Well‑versed with MsOffice applications and CRM system.
• Familiar with Tableau for data analysis & presentation.
• Strategic thinking, future‑driven, process‑driven, good presentation and writing skills, business acumen and team player.

Application Details

Salary match – Number of applicants – Skills match

Your application will include the following questions:

• Which of the following statements best describes your right to work in Malaysia?
• What is your expected monthly basic salary?
• Which of the following types of qualifications do you have?
• How many years' experience do you have as a Head of Operations?