Contact Centre Manager AIG Malaysia

At AIG we are reimagining the way we help customers to manage risk. Join us as a Contact Centre Manager to play your part in that transformation. Its an opportunity to grow your skills and experience as a valued member of the team.

General Insurance is a leading provider of insurance products and services focused on helping to manage risk for commercial and personal customers. We offer a broad range of products through a diversified multi-channel distribution network including one of the worlds most far-reaching property casualty networks

About the role

In this role you will lead the delivery and transformation of customer service operations to ensure a seamless high quality customer experience across all channels. Drives strategic initiatives to simplify processes enhance customer convenience and strengthen omni-channel engagement. Partners with key stakeholders to leverage customer insights improve operational effectiveness and support sustainable business growth and customer loyalty.

Responsibilities of the role include:

Customer Experience and Service Excellence

• Lead the overall customer service strategy across call centre and service centre channels ensuring consistent high quality customer and intermediary experience.

• Drive customer centric service delivery improving satisfaction net promoter score and first contact resolution.

• Oversee and drive omni-channel service capabilities including voice email chat digital messaging and self service platforms.

• Champion service recovery frameworks to effectively manage escalations complaints and complex customer cases.

• Ensure alignment with company brand promise and deliver best-in-class service experience compared to industry competitors

Operational Excellence & Productivity

• Oversee daily operations of call centre and frontline service teams to ensure service levels turnaround times and productivity targets are met.

• Implement end-to-end process improvements and service simplification initiatives to enhance efficiency.

• Develop capacity planning and workforce management strategies to balance service demand staffing levels and cost optimization.

• Establish strong operational governance including service KPIs performance dashboards and continuous improvement initiatives.

Future-Ready Workforce & Capability Building

• Build a high performance digitablly enabled service workforce capable of supporting evolving customer needs.

• Lead talent development through coaching training ad capability building in digital tools customer engagement and problem resolution

• Foster a culture of agility collaboration and continuous learning to support future service models

• Ensure workforce resilience through multi-skilling cross training and flexible workforce strategies

Stakeholder & Business Partnership

• Act as key liaison between Operations Distribution Underwriting Claims IT and Digital teams to ensure seamless service delivery.

• Partner with business units to support new product/campaign launches system implementations and service model changes.

Data Insights & Performance Management

• Leverage data and insights to monitor service performance using analytics to identify trends service gaps and improvement opportunities.

• Monitor key call centre and service centre metrics and provide regular management reporting and insights to senior leadership to support strategic decision making.

Risk Compliance & Governance

• Ensure all service operations comply with regulatory requirements internal policies and insurance industry standards.

• Maintain robust operational controls around customer data protection complaints handling and operational risk management.

• Lead audit readiness and ensure continuous adherence to insurance industry standards and governance framework.

Service Transformation & Competitive Positioning

• Lead strategic initiatives to modernize service operations and maintain competitive advantage in the insurance market

• Identify opportunities to enhance digital engagement service accessibility and operational agility

• Drive innovation in customer service delivery to support the organizations long term digital and operational strategy.

#LI-SK1

At AIG we value in-person collaboration as a vital part of our culture which is why we ask our team members to be primarily in the office. This approach helps us work together effectively and create a supportive connected environment for our team and clients alike.

Enjoy benefits that take care of what matters

At AIG our people are our greatest asset. We know how important it is to protect and invest in whats most important to you. That is why we created our Total Rewards Program a comprehensive benefits package that extends beyond time spent at work to offer benefits focused on your health wellbeing and financial securityas well as your professional developmentto bring peace of mind to you and your family.

Reimagining insurance to make a bigger difference to the world

American International Group Inc. (AIG) is a global leader in commercial and personal insurance solutions; we are one of the worlds most far-reaching property casualty networks. It is an exciting time to join us across our operations we are thinking in new and innovative ways to deliver ever-better solutions to our customers. At AIG you can go further to support individuals businesses and communities helping them to manage risk respond to times of uncertainty and discover new potential. We invest in our largest asset our people through continuous learning and development in a culture that celebrates everyone for who they are and what they want to become.

Welcome to a culture of inclusion

Were committed to creating a culture that truly respects and celebrates each others talents backgrounds cultures opinions and goals. We foster a culture of inclusion and belonging through learning cultural awareness activities and Employee Resource Groups (ERGs). With global chapters ERGs are a cornerstone for our culture of inclusion. The talent of our people is one of AIGs greatest assets and we are honored that our drive for positive change has been recognized by numerous recent awards and accreditations.

AIG provides equal opportunity to all qualified individuals regardless of race color religion age gender gender expression national origin veteran status disability or any other legally protected categories.

AIG is committed to working with and providing reasonable accommodations to job applicants and employees with disabilities. If you believe you need a reasonable accommodation please send an email to .

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