Insurance Call Centre Manager: Lead Customer Experience

Zurich Life Insurance Malaysia Berhad; Kuala Lumpur; On-site; MYR 120,000 - 180,000; Full time

Benefits offered by this job

Miscellaneous allowance

Monthly incentive

Free overseas convention

Job summary

Zurich Life Insurance Malaysia Berhad is seeking a seasoned Contact Centre Manager to lead a high-velocity customer service team in Kuala Lumpur. You will drive service quality, performance metrics, and customer journey improvements across inbound inquiries, referrals, and claims coordination.

The role requires 5–8 years in contact centre operations, at least 3 years in people management within insurance or financial services, and strong leadership to foster a positive team culture.

Qualifications

• Bachelor’s degree in a related field is required.
• Minimum 5–8 years of experience in Contact Centre / Customer Service Operations, preferably in insurance or financial services.
• At least 3 years of people management experience leading a customer service or call centre team.
• Strong understanding of insurance products, policy servicing, claims processes, and customer journey.
• Experience managing customer complaints and regulatory-related service requirements.
• Strong leadership, stakeholder management, and coaching skills.

Responsibilities

• Demonstrates an understanding of the customer’s needs and ensures they are met.
• Researches and responds to inquiries from customers and enters data into tracking system.
• Prepare referrals to prospective customers and coordinate with claims staff for insureds and others reporting claims.
• Contribute to achieving a positive team culture and working environment.
• Act within agreed authority levels to ensure fair treatment of customers and protect business stakeholders' interests.

Skills

People leadership

Stakeholder management

Coaching

Customer service

Complaint handling

Regulatory compliance

Insurance product knowledge

Education

Bachelor's Degree in Business Administration, Insurance, Customer Service, or related field

Job description

Zurich Life Insurance Malaysia Berhad is seeking a seasoned Contact Centre Manager to lead a high-velocity customer service team in Kuala Lumpur. You will drive service quality, performance metrics, and customer journey improvements across inbound inquiries, referrals, and claims coordination.

The role requires 5–8 years in contact centre operations, at least 3 years in people management within insurance or financial services, and strong leadership to foster a positive team culture.