Head of Customer Customer Service

FIND YOUR ‘BETTER’ AT AIA

We don’t simply believe in being ‘The Best’. We believe in better – because there’s no limit to how far ‘better’ can take us.

We believe in empowering every one of our people to find their ‘better’ – in the work they do, the career they build, the life they live and the difference they make. So that together we can support even more people – including our own – to live Healthier, Longer, Better Lives.

If you believe in better, we’d love to hear from you.

About the Role

The Head of Customer Service will oversee the management of the Contact Center, including inbound, outbound, email, and chat services, as well as the Customer Care Office responsible for handling and managing all customer complaints. This role requires a strategic leader with a strong customer service background and the ability to drive customer satisfaction and operational efficiency.

The head will ensure sustainable business relationships with Vendors / Third Party partners and multiple internal stakeholders to ensure best-in-class customer experience.

• Contact Center Management: Oversee the operations of the Contact Center, ensuring efficient handling of inbound, outbound, email, chat and socmed communications. Lead the Vendor Performance Management and fulfilment of the agreed KPIs as stated in the Statement of Work (SOW)
• Customer Care Office: Manage the Customer Care Office, ensuring timely and effective resolution of customer complaints.
• Customer Relationship Management: Maintain and improve mechanisms for measuring customer satisfaction, and disseminate feedback to the appropriate internal entities. Implement strategies to enhance customer satisfaction and retention.
• Financial and Expense Control Management: Develop and manage the vendor-related expense, ex-gratia and tokens in customer recovery, ensuring financial targets are met.
• Risk Management: Identify and mitigate operational risks, ensuring compliance with all regulatory requirements. Ensure all customer service operations adhere to company policies and industry regulations.
• Team Leadership and Staff Development: Lead, mentor, and develop customer service staff, fostering a culture of excellence and continuous improvement. Organize training and facilitate the development of the customer service team.
• Performance Monitoring: Monitor and analyze customer service performance metrics, implementing improvements as needed.

Build a career with us as we help our customers and the community live Healthier, Longer, Better Lives.

You must provide all requested information, including Personal Data, to be considered for this career opportunity. Failure to provide such information may influence the processing and outcome of your application. You are responsible for ensuring that the information you submit is accurate and up-to-date.

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