AVP, Contact Centre

Overview

AVP, Contact Centre (Job Number : KO)

The Assistant Vice President, Contact Centre is responsible for leading and managing the Contact Centre to ensure high-quality customer service delivery. This role oversees daily operations, monitors performance, and ensures that team members are equipped to meet service standards, resolve customer inquiries effectively, and uphold the company’s values and regulatory requirements. The Assistant Vice President is also responsible to consistently promote service excellence and customer satisfaction.

Responsibilities

• Manage day-to-day operations of the Contact Centre team, including scheduling and resource planning
• Monitor call quality, productivity, and service levels to drive KPIs and meet all service levels
• Handle escalated / complex customer inquiries and complaints with professionalism and a solution-oriented approach
• Prepare regular management reports to track team performance metrics and operational issues to management
• Collaborate with cross-functional teams (e.g. Claims, Policy Servicing, IT) to resolve issues and improve processes
• Identify gaps in service delivery and recommend enhancements to improve customer experience and operational efficiency
• Ensure adherence to company policies, compliance standards, and regulatory guidelines
• Implement, review and improve contact centre policies, procedures and service standards
• Implement new systems, tools, or process changes within the team
• Manage human resource planning, recruitment and logistics to meet the Contact Centre’s requirements
• Coach, mentor, and develop the team through regular feedback, training, and performance appraisals
• Foster a positive, collaborative, proactive and customer-centric team culture
• Identify and address training needs and knowledge gaps for the team

Qualifications

How you succeed

Who we are

Founded in 1908, Great Eastern is a well-established market leader and trusted brand in Singapore and Malaysia. With over S$100 billion in assets and more than 16 million policyholders, including 12.5 million from government schemes, it provides insurance solutions to customers through three successful distribution channels – a tied agency force, bancassurance, and financial advisory firm Great Eastern Financial Advisers. The Group also operates in Indonesia and Brunei. The Great Eastern Life Assurance Company Limited and Great Eastern General Insurance Limited have been assigned the financial strength and counterparty credit ratings of "AA-" by S&P Global Ratings since 2010, one of the highest among Asian life insurance companies. Great Eastern's asset management subsidiary, Lion Global Investors Limited, is one of the leading asset management companies in Southeast Asia. Great Eastern is a subsidiary of OCBC, the longest established Singapore bank, formed in 1932. It is the second largest financial services group in Southeast Asia by assets and one of the world’s most highly-rated banks, with an Aa1 rating from Moody’s and AA- by both Fitch and S&P. Recognised for its financial strength and stability, OCBC is consistently ranked among the World’s Top 50 Safest Banks by Global Finance and has been named Best Managed Bank in Singapore by The Asian Banker.

To All Recruitment Agencies Great Eastern does not accept unsolicited agency resumes. Please do not forward resumes to our email or our employees. We will not be responsible for any fees related to unsolicited resumes.

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