Manager, Agency Customer Servicing Management
Core
Leads strategic initiatives to strengthen agent servicing of existing customers and improve customer lifecycle management.
Role type
Manager, business transformation and strategy
Builds
Strategic initiatives, operating models, governance frameworks, and transformation programs for customer servicing
Domain
Financial services (Life Insurance/Banking) + Customer Experience
Deliverable
product features
Required skills
Strategic initiative development, cross-functional project leadership, change management, stakeholder influence, business case development, performance analytics, governance design
Preferred skills
Life insurance or banking operations knowledge, customer lifecycle management, data analysis (Power BI, SQL, MS Access), digital transformation
Responsibilities
Lead identification and implementation of strategic initiatives to enhance agent servicing effectiveness; Manage end-to-end delivery of transformation projects like customer reassignment and service standards; Drive organizational readiness and stakeholder alignment for new frameworks; Develop recommendations, roadmaps, and executive presentations for strategic decision-making; Establish KPIs and reporting frameworks to monitor initiative effectiveness; Support business priorities for customer retention and agent engagement
