Manager, Contact Centre Operations and Transformation

bolttech; Kuala Lumpur; Hybrid; MYR 180,000 - 360,000; Full time

Job summary

bolttech is seeking a dynamic leader to head its contact centre operations across Asia, ensuring a best-in-class customer experience while driving transformation and scalable growth. The role oversees country leads and operational teams to deliver service excellence and efficiency.

You will partner with Technology, Product, Claims, Commercial and Market teams to implement AI, automation and digitisation, establish KPI dashboards, and drive continuous improvement.

Qualifications

• Bachelor’s Degree in Business, Operations, Management, Engineering or related discipline.
• 8–10 years of experience in contact centre, customer operations, claims operations, insurance, InsurTech or BPO environments.
• Successful delivery of regional transformation, automation, digitisation and operational excellence programmes.
• Strong programme and project management capabilities.
• Advanced data analytics, KPI management and executive reporting skills.
• Experience working in regulated environments and managing operational risk.
• Excellent stakeholder management, communication and influencing skills.
• Fluent English; additional Asian languages advantageous.
• Willingness to travel across Asia as required.

Responsibilities

• Lead customer service operations across multiple Asian markets through country leads and operational teams.
• Own operational delivery across SLA, TAT, quality, customer satisfaction, NPS, productivity and cost metrics.
• Provide leadership oversight across customer service and claims operations to ensure consistent customer outcomes.
• Lead transformation programmes focused on AI, automation, digitisation, workflow optimisation and self‑service capabilities.
• Define future‑state operating models, business requirements and implementation roadmaps.
• Partner with Technology, Product, Claims, Commercial and Market teams to deliver strategic outcomes.
• Drive change management, communications, training and adoption during programme rollouts.
• Establish KPI frameworks, dashboards and executive reporting mechanisms.
• Drive continuous improvement using operational analytics and customer insights.
• Establish governance frameworks, operating standards, and performance management disciplines.
• Ensure compliance with regulatory, insurer, audit, risk and internal control requirements.

Skills

Programme management

Project management

Data analytics

Executive reporting

Stakeholder management

Fluent English

Travel willingness

Education

Bachelor’s Degree in Business/Operations/Management/Engineering

Job description

bolttech is an international insurtech with a mission to build the world's leading, technology-enabled ecosystem for protection and insurance. With a full suite of digital and data-driven capabilities, bolttech powers connections between insurers, distributors, and customers to make it easier and more efficient to buy and sell insurance and protection products. A part of Pacific Century Group, bolttech serves customers across North America, Asia and Europe.

In this position you will…

Lead and oversee bolttech’s contact centre operations across Asia, ensuring delivery of a best-in‑class customer experience while driving operational excellence, claims performance, transformation, and scalable growth. The role is accountable for customer service operations across multiple markets through country leads while delivering strategic transformation initiatives focused on automation, digitisation, AI and continuous improvement.

You will be responsible for…

• Lead customer service operations across multiple Asian markets through country leads and operational teams.
• Own operational delivery across SLA, TAT, quality, customer satisfaction, NPS, productivity and cost metrics.
• Provide leadership oversight across customer service and claims operations to ensure consistent customer outcomes.
• Lead transformation programmes focused on AI, automation, digitisation, workflow optimisation and self‑service capabilities.
• Define future‑state operating models, business requirements and implementation roadmaps.
• Partner with Technology, Product, Claims, Commercial and Market teams to deliver strategic outcomes.
• Drive change management, communications, training and adoption during programme rollouts.
• Establish KPI frameworks, dashboards and executive reporting mechanisms.
• Drive continuous improvement using operational analytics and customer insights.
• Establish governance frameworks, operating standards, and performance management disciplines.
• Ensure compliance with regulatory, insurer, audit, risk and internal control requirements.

For you to be successful…

…we expect you to be able to demonstrate the following key competencies:

• Impactful – Takes ownership and delivers measurable business outcomes.
• Collaborative – Builds trusted partnerships across functions, teams and markets.
• Creative – Champions innovation, technology adoption and new ways of working.
• Curious – Continuously learns and applies industry best practices.
• Customer‑Centric – Places customer experience at the centre of decision making.
• Strategic – Connects operational priorities to long‑term business objectives.

You will require the following qualifications and skills

• Bachelor’s Degree in Business, Operations, Management, Engineering or related discipline.
• 8 –10 years of experience in contact centre, customer operations, claims operations, insurance, InsurTech or BPO environments.
• Success delivering regional transformation, automation, digitisation and operational excellence programmes.
• Strong programme and project management capabilities.
• Advanced data analytics, KPI management and executive reporting skills.
• Experience working in regulated environments and managing operational risk.
• Excellent stakeholder management, communication and influencing skills.
• Fluent English; additional Asian languages advantageous.
• Willingness to travel across Asia as required.

Diversity and Inclusion

At bolttech, we are diverse and inclusive. We value each person's unique skills, background, and identity. We never discriminate on cultural background, religion, sex, gender, gender identity or expression, sexual orientation, age, disability, veteran status, genetic information, marital or family status or any legally protected status. Everyone belongs. And because everyone’s different, we’re also flexible in the ways we work, so each person can bring their best efforts every day.