Insurance Call Centre Leader — Service Excellence

Zurich Insurance; Kuala Lumpur; On-site; MYR 89,000 - 179,000; Full time

Job summary

Zurich is seeking a Call Centre Manager to lead the Customer Contact Centre operations, ensuring delivery of excellent customer service, efficient handling of inquiries and compliance with service targets within the insurance business.

The role requires 5–8 years in contact centre operations, at least 3 years in people management, and strong leadership with deep knowledge of insurance products and claims processes. You will drive performance and a positive team culture.

Qualifications

• Bachelor's degree in a related field (business, insurance or customer service).
• 5–8 years of experience in Contact Centre/Customer Service Operations, preferably in insurance or financial services.
• At least 3 years of people management leading a customer service or call centre team.
• Strong understanding of insurance products, policy servicing, claims processes and customer journeys.
• Experience handling customer complaints and regulatory service requirements.
• Proven leadership, stakeholder management and coaching skills.

Responsibilities

• Demonstrates understanding of the customer’s needs and ensures they are met.
• Research and respond to inquiries from customers and log data into tracking systems.
• Prepare referrals to prospective customers and coordinate with claims staff for insureds and others calling to report claims.
• Contribute to a positive team culture and working environment.
• Act within authority levels to ensure fair treatment of customers and protect stakeholders’ interests.

Skills

People management

Leadership

Customer service

Regulatory knowledge

Stakeholder management

Education

Bachelor's degree

Job description

Zurich is seeking a Call Centre Manager to lead the Customer Contact Centre operations, ensuring delivery of excellent customer service, efficient handling of inquiries and compliance with service targets within the insurance business.

The role requires 5–8 years in contact centre operations, at least 3 years in people management, and strong leadership with deep knowledge of insurance products and claims processes. You will drive performance and a positive team culture.