Assistant Manager, Contact Centre Senior Policyholder & Agent Specialist (Ipoh)
Core
Senior servicing specialist managing complex, sensitive, and high-impact policyholder and agent matters, including exceptions, appeals, and vulnerable customer cases.
Role type
Senior IC specialist with functional leadership
Builds
Resolutions for complex insurance cases and service recovery for high-value customers
Domain
Insurance / Contact Centre Operations
Required skills
Advanced case ownership, service recovery, stakeholder coordination, complaint management, risk assessment, coaching, regulatory compliance, process improvement
Preferred skills
Insurance product knowledge, digital self-service promotion, change management, Mandarin language
Technologies
Contact centre systems, case management tools, digital self-service platforms
Responsibilities
Own complex cases involving multiple products or functions; Lead service recovery for high-risk cases; Provide functional coaching and operational guidance; Drive customer retention and digital adoption; Analyze trends to improve workflows and controls
Seniority
Senior, hands-on IC with functional leadership