Manager, Client Care

We are seeking a Manager, Client Care to lead and manage key support functions within Client Care operations, ensuring service quality, operational accuracy, and compliance with internal policies and regulatory requirements. This role is responsible for driving excellence across reporting, quality management, compensation schemes, manpower planning, and training development, while fostering continuous improvement to enhance client experience and operational efficiency.

Major accountabilities

Reporting framework and management insights

+ Manage the reporting framework for assigned Client Care support activities by defining key indicators, report structure, review cadence, data quality expectations, and escalation requirements. + Oversee report preparation and consolidation, review accuracy and completeness, interpret trends and performance gaps, and provide management insights and recommendations to support decision-making, follow-up actions, and continuous improvement.

Compensation scheme, budget, and governance

+ Lead the design, proposal, review, and ongoing governance of Client Care compensation or incentive schemes, including scheme mechanics, eligibility conditions, payout logic, performance linkage, cost assumptions, and approval materials.

+ Manage team budget related to Client Care compensation or incentive programs by monitoring budget utilization, payout cost, variance, and exception cases.

+ Oversee compensation data validation, reconciliation, payment readiness, and stakeholder alignment to ensure approved schemes are executed accurately, consistently, and in line with company policy, budget governance, and internal control requirements.

Quality framework and performance assurance

+ Establish and oversee the quality control and quality management framework for assigned Client Care interactions and related processes, including QC criteria, sampling approach, review cycle, task allocation, quality calibration, and reporting discipline.

+ Review QC findings and violation trends, identify root causes, drive corrective and preventive actions, and provide direction for training, coaching, SOP updates, and risk mitigation to ensure quality standards are consistently maintained.

Manpower planning, recruitment, and system administration

+ Manage manpower planning and recruitment pipeline for Account Managers or assigned Client Care resources by identifying capacity needs, monitoring headcount status, reviewing recruitment progress, and escalating gaps or delays when required.

+ Oversee onboarding readiness, resource movement, termination tracking, system updates, records, and access requirements in coordination with Human Resources, business stakeholders, and system support teams to ensure operational readiness and control discipline.

Training roadmap and capability development

+ Own the capability development framework and end-to-end training roadmap for new and existing Account Managers or assigned Client Care resources.

+ Define required capabilities, training priorities, onboarding requirements, refresher needs, and coaching focus based on business priorities, quality findings, process changes, system updates, and performance gaps.

+ Oversee training execution, monitor completion and effectiveness, and drive follow-up actions to ensure resources are equipped with the required knowledge, system understanding, and practical skills.

+ Ensure all activities, decisions and deliverables comply with fair treatment of Clients principles, proactively identifying and mitigating risks of unfair client outcomes in line with Company conduct expectations.

Yêu cầu công việc

+ Minimum 5 years of relevant experience in life insurance operations, customer service, call center operations, quality management, compensation administration, or post-sales service.

+ Minimum 2 years of experience in a supervisory, senior team leader, quality management, operations management, or equivalent people/process management role.

+ Practical experience in reporting framework management, compensation or incentive scheme administration, budget monitoring, quality control, recruitment coordination, training roadmap management, and stakeholder management is preferred.

+ Experience in managing cross-functional initiatives, process improvement, or control enhancement in a regulated environment is an advantage.

+ University graduation in Business Administration, Economics, Finance, Insurance, Data Analytics, or other relevant fields.

Skills & Competencies:

+ Strong leadership and team management skills

+ Excellent analytical and problem-solving skills

+ Strong stakeholder management and communication skills

+ Proficiency in Microsoft Office (advanced Excel, PowerPoint)

+ Knowledge of SQL or data tools is an advantage

+ Strong understanding of life insurance operations and client service processes

+ Knowledge of quality management frameworks, SOPs, and internal control requirements

Quyền lợi

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