Entity: Allianz Insurance Singapore
Within a span of just four years, Allianz Insurance Singapore (AIS) has emerged as the fastest-growing General Insurance company, achieving an unprecedented level of success. Since its inception in Singapore, AIS has consistently doubled its revenue year on year, a testament to its unwavering dedication to excellence. AIS takes great pride in being certified as a Great Place to Work, a reflection of our commitment to fostering a thriving and employee-driven business culture.

Description:

The Contact Centre Manager is responsible for leading and managing both inbound customer service operations and outbound telemarketing functions. This role ensures service excellence, drives sales performance, and enhances customer experience while maintaining operational efficiency and team engagement.

Key Responsibilities:

a) Team Leadership & People Management

Lead, coach, and develop Team Leader, Customer Service Representatives, and Telemarketers to achieve high performance and engagement
Set clear performance expectations and KPIs aligned with business goals and customer outcomes
Conduct regular performance reviews, coaching sessions, and team huddles, using data-driven insights to improve individual and team effectiveness
Foster a positive, accountable, and customer-focused team culture that promotes retention and continuous development

b) Customer Service Oeprations

Oversee daily inbound operations to consistently meet or exceed service level targets (e.g., SLA, Abandon Rate, CSAT, NPS)
Take ownership of escalations and complex customer issues, exercising sound judgement and problem-solving to ensure timely and effective resolution
Drive continuous improvement in customer experience through journey optimisation, quality initiatives, and root-cause analysis
Ensure strict adherence to company policies, regulatory requirements, and quality standards

c) Telemarketing & Sales Performance

Lead outbound sales and telemarketing operations to achieve revenue and conversion targets
Develop and implement effective calling strategies, campaigns, and sales approaches aligned to business objectives
Monitor lead management, follow-ups, and pipeline performance to maximise results
Collaborate with internal stakeholders to refine product offerings, sales scripts, and customer propositions

d) Performance Management, Reporting & Analytics

Track, analyse, and report key operational and sales metrics (e.g., service levels, conversion rates, productivity) to support informed decision-making
Translate performance data into actionable insights and recommendations for improvement
Oversee workforce planning, forecasting, and scheduling to balance service quality, productivity, and cost efficiency

e) Process Improvement & Strategic Execution

Identify operational gaps, risks, and inefficiencies, and implement sustainable process improvements
Support digital transformation initiatives, system enhancements, and automation to improve scalability and customer experience
Align contact centre strategies with broader business goals, demonstrating strategic thinking and execution capability

f) Stakeholder Management & Collaboration

Act as a key point of contact for internal stakeholders (e.g., Finance, Marketing, Operations, Underwriting) on contact centre matters
Provide clear communication, insights, and updates on performance, risks, and improvement initiatives
Support cross-functional projects and initiatives, contributing operational expertise and leadership

Qualifications and Skills:

Proven experience in the insurance, or financial services sector
Knowledge of and exposure to contact centre technologies
Background in driving process improvement and implementing initiatives
Bachelor’s degree in Business, Management, or related field
Minimum 10 years of experience in contact centre operations, with at least 3 years in a leadership role
Must be COMGI, BCP, PGI and HI certified
Proven experience managing both customer service and outbound sales/telemarketing teams
Strong understanding of contact centre KPIs, workforce management, and reporting tools
Excellent leadership, communication, and stakeholder management skills
Results-driven with strong analytical and problem-solving abilities
AI-Skills e.g. ChatGPT and Microsoft CoPilot an advantage

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