Head, Operation CX

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

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 digitalization, 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, 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.

Proactive measures to mitigate CS operations risks, adherence to PDPA, AML/CFT, 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 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 anlaysis & presentation.

Strategic thinking, future driven, process driven, good presentation and writing skill, business acumen and team player.