Associate Manager, Client Services (HCM-Based)

Job purpose

This role is accountable for defining, driving, and continuously enhancing Client Services standards and performance within the designated region. The incumbent will take full ownership of service delivery, productivity, and development of capability to ensure a consistent and high-quality client experience nationwide. This role serves as the central point of accountability for Client Services operations, ensuring alignment across all teams, driving continuous improvement initiatives, and supporting business growth through service excellence.

Major accountabilities

Lead designated region’s Client Service operations

• Lead and oversee end-to-end Client Service operations across to ensure consistent, high-

quality service delivery

• Ensure alignment of service practices, operational processes, and client experience

standards

Drive and govern Client Services standards and performance

• Define, implement, and continuously enhance Client Service standards, policies, and

procedures

• Govern service performance against defined KPIs, SLAs, and quality standards

• Ensure consistent client experience across all channels and locations

Performance management and continuous improvement

• Establish and drive performance management framework for Client Services teams

• Analyze service metrics and operational data to identify trends, issues, and improvement

opportunities

• Lead initiatives to enhance productivity, service quality, and operational efficiency

Data-driven decision making and service enhancement

• Leverage data and insights to support strategic decision-making and service optimization

• Identify key drivers of client satisfaction and implement improvement actions

• Enhance reporting, automation, and analytics capabilities within Client Services

Lead people management and capability development

• Lead, develop, and manage Client Services teams

• Drive capability building, coaching, and succession planning within the function

• Ensure high performance culture, employee engagement, and strong leadership pipeline

Yêu cầu công việc

University graduate. At least 2 years’ experience in supervisor role or above. 6-8 years’ experience in financial services, life insurance experience is preferred.

Service oriented mindset; Strong problem solving and complaint handling skill

Demonstrate strong people management and influencing capability, especially in hybrid working

Strong Communication and presentation skill

Decision making skills

Coaching and training capability

Good command of PC skill (Excel, Word, Access), English (speaking and writing).

LOMA certificate is a plus

Quyền lợi

• Chăm sóc sức khoẻ: Group insurance for you and your family
• Hoạt động nhóm: Frequent engagement activities
• Khác: Hybrid way of workings