Manager, Customer Services

Job Purpose- Ensure to follow the development strategy of the online life insurance product business and the orientation of Techcom Life. - Control and develop VIP/Special Customer care activities at Techcom Life for customers through the network of business partners on a modern and advanced technology platform.- Ensure to follow the development strategy of the online life insurance product business and the orientation of Techcom Life.- Control and develop VIP/Special Customer care activities at Techcom Life for customers through the network of business partners on a modern and advanced technology platform.Key Accountabilities 1. In charge of the customer service department, managing and planning the department's development according to the company orientation in each period: • Building, developing and improving systems to serve the work of taking care of Customers, focusing on consulting and applying technology, automated management systems... to optimize system performance and maximize the productivity of departmental staff. • Building and developing systems according to the FinTech orientation • Participating in building and proposing company's system development plans, in line with the company orientation in each period • Proposing online customer care programs and policies • Collecting information, consulting for product development departments about the market, customers, competitors• Coordinating with other departments to develop policies, regulations, processes, and instructions on the operations of the whole company2. In charge of the customer service department, managing and planning the department's development according to the company orientation in each period:• Building, developing and improving systems to serve the work of taking care of Customers, focusing on consulting and applying technology, automated management systems... to optimize system performance and maximize the productivity of departmental staff.• Building and developing systems according to the FinTech orientation• Participating in building and proposing company's system development plans, in line with the company orientation in each period• Proposing online customer care programs and policies• Collecting information, consulting for product development departments about the market, customers, competitors• Coordinating with other departments to develop policies, regulations, processes, and instructions on the operations of the whole company3. Operational and service quality management - Monitor the performance of the customer service team, ensure compliance with SLAs, processes and quality standards. - Analyze CSAT, NPS, churn rate data to evaluate service effectiveness and propose improvements.- Handle complex complaints, sensitive situations or situations that may affect the company's reputation. - Work with relevant departments to resolve inter-departmental issues, ensuring a seamless customer experience.4. Operational and service quality management- Monitor the performance of the customer service team, ensure compliance with SLAs, processes and quality standards.- Analyze CSAT, NPS, churn rate data to evaluate service effectiveness and propose improvements.- Handle complex complaints, sensitive situations or situations that may affect the company's reputation.- Work with relevant departments to resolve inter-departmental issues, ensuring a seamless customer experience.5. People management Attract, onboard and retain the right talents for a high-performing team Communicate team and individual KRAs/ KPIs, goals, action plan, expectations and results to team members Manage team performance & provide feedback regularly (following the annual performance management cycle); Enable team member’s professional and personal development through capability assessment, training, coaching & feedback, etc. Motivate and recognize team members’ contributions towards the team’s shared goals Responsible for developing talents within the team Act as a role model and promote corporate culture at sub-function level Understand & communicate relevant HR offerings to team members.6. People managementAttract, onboard and retain the right talents for a high-performing teamCommunicate team and individual KRAs/ KPIs, goals, action plan, expectations and results to team membersManage team performance & provide feedback regularly (following the annual performance management cycle);Enable team member’s professional and personal development through capability assessment, training, coaching & feedback, etc.Motivate and recognize team members’ contributions towards the team’s shared goalsResponsible for developing talents within the teamAct as a role model and promote corporate culture at sub-function levelUnderstand & communicate relevant HR offerings to team members.