About FWD GroupFWD Group is a pan-Asian life and health insurance business that serves approximately 30 million customers across 10 markets, including BRI Life in Indonesia. FWD’s customer-led and tech-enabled approach aims to deliver innovative propositions, easy-to-understand products and a simpler insurance experience. Established in 2013, the company operates in some of the fastest-growing insurance markets in the world with a vision of changing the way people feel about insurance. FWD Group is listed on the Main Board of The Stock Exchange of Hong Kong Limited under the stock code 1828.For more information, please visitFWD Technology and Innovation Malaysia Sdn. Bhd., known as FWD TIM, was established in late 2019. Strategically located in Kuala Lumpur, FWD TIM serves as a pivotal shared service location within FWD Group, providing services to multiple markets across the Group. FWD TIM houses a diverse and talented workforce focused on essential business and technology services such as information security, cloud operations, IT solutions delivery, digital and data, actuarial, finance, investments, and customer service, among many others. FWD TIM is dedicated to drive and deliver operational excellence and efficiency, foster innovation and ensure regulatory compliance across all business functions as well as maintain a competitive edge in the market.PURPOSEThe Manager Customer Service role leads a team of customer service officers in delivering a remarkable customer service experience through a variety of contact channels such as phone call, email, live chat, face to face service and written correspondence.The role is responsible for planning and implementing call centre strategies and operations, handling escalated enquiries and feedbacks, improving systems and processes as well as solving problems.KEY ACCOUNTABILITIESThe job duties include:manage the daily operations of the call centre, including resource planning, and applying call centre strategieswork with Head of Engagement to set performance targets for the teammonitor call quality through call audits and provide coaching to contact centre staffPerform capacity planning to meet call demandsIdentify training needs and provide training to the team to ensure that the team is equipped with up to date knowledge and skills to deliver the serviceHandle escalated enquiries and complaints, and work with other departments to resolve issuesManage staff recruitment and developmentProvide regular reports on call performance statistics and analyse trendsDefine user requirements and technical specification for contact centre systemExecute user acceptance testing.QUALIFICATIONS / EXPERIENCEDegree holder preferredExperience with General / Life Insurance ProductsAt least 3 years of experience in managing a team within contact centre environmentKNOWLEDGE & TECHNICAL SKILLScommunication skillsGood problem-solving skillExperience in participating in projects and performing user acceptance testing preferredGood people management skillExcellent interpersonal skills and cross-cultural sensitivityKnowledge of Microsoft ExcelWell verse in insurance related regulationsAble to relate well to customers of assigned business unitAble to establish a strong working relationship and open communication with the business heads
