Assistant Manager, Customer Services

This role will supports the Manager in overseeing day-to-day Customer Service Operations across Voice, Text, and Face-to-Face touchpoints, ensuring consistent service delivery, effective frontline execution, and positive customer outcomes. The role supervises frontline teams, monitors operational performance and service quality, handles escalated cases, and implements practical service improvements in collaboration with internal stakeholders. What the role is? Customer Service Operations
• Supervise day-to-day customer service operations across Voice channels, including hotline and outbound calls; Text channels, including email, live chat, messaging and digital enquiries; and Face-to-Face service at customer service centres or counters.
• Coordinate staffing, daily work allocation, queue management and service recovery to maintain smooth operations across all touchpoints.
• Monitor service levels, turnaround time, productivity, quality, first-contact resolution and customer feedback; follow up on gaps and implement corrective actions.
• Handle escalated and complex enquiries, complaints and service incidents, ensuring timely resolution and appropriate stakeholder engagement. Team Supervision and Capability Development
• Provide daily guidance, coaching and performance feedback to frontline staff across Voice, Text and Face-to-Face teams.
• Reinforce service standards, operating procedures, regulatory requirements and customer-centric behaviours.
• Support onboarding, training, quality calibration and capability development to improve frontline effectiveness and service consistency.
• Assist the Manager with workforce planning, leave and roster coordination, and performance management activities. Service Quality and Continuous Improvement
• Review operational data, quality results, complaints and Voice of Customer insights to identify recurring issues and improvement opportunities.
• Implement approved process, script, workflow and knowledge-base improvements across service touchpoints.
• Support testing and adoption of CRM, contact centre, messaging, workflow and other digital servicing tools.
• Prepare regular operational reports and provide practical recommendations to the Manager. Stakeholder Coordination
• Coordinate with Policy Administration, Claims, Underwriting, Distribution, Compliance, Quality Assurance and Technology teams to resolve customer issues and operational dependencies.
• Represent frontline operational needs in working-level discussions and support cross-functional service improvement initiatives. What we look for?
• Minimum 5 years of relevant experience in customer service operations, preferably in life insurance or financial services.
• At least 2 years of supervisory or team-leading experience in a frontline service environment.
• Hands-on experience in at least two customer service touchpoints, with exposure to Voice, Text and Face-to-Face operations strongly preferred.
• Practical experience in service level monitoring, complaint and escalation handling, quality management, staffing coordination and operational reporting.
• Experience supporting process improvement, digital servicing or contact centre technology initiatives is an advantage.
• Bachelor’s degree in Business administration, Management, Insurance, Customer Service or a related discipline.
• Professional insurance qualifications, including LOMA or FLMI, would be an advantage.
• Holder of valid Insurance Intermediary qualifications and registration (IIQE Papers 1, 3 and 5), where required for the role.
• Good knowledge of life insurance customer service, post-sales servicing, complaint handling and relevant regulatory requirements.
• Sound understanding of Voice, Text and Face-to-Face operating models, service standards, quality controls and customer journey considerations.
• Strong frontline supervision, coaching, communication and stakeholder coordination skills.
• Good analytical and problem-solving ability, with confidence using operational data to identify issues and drive follow-up actions.
• Familiarity with CRM, contact centre, email, live chat, messaging, workflow and knowledge management systems.
• Customer-focused, hands-on, accountable and able to manage multiple operational priorities in a fast-paced environment.