This position will be responsible for the monitoring and reporting of the actual vs. the expected high standards of customer service delivery at every touch point associated with Operations. To relentlessly drive service improvement initiatives in creating a well-designed and professionally executed service delivery which ensures great customer experience (CX) throughout the customer journey and to provide prompt and pro-active customer services to all relevant stakeholders, both internal and external ones.

• Oversees all aspects of the customer service experience in Operation Department to troubleshoot processes and procedures and make improvements of customer service quality.
• Implements effective processes for customer service representatives to interact with customers via telephone, email, live chat or instant message
• Provides training on handling of customer service issues.
• Holds regular meetings with department staff to discuss expectations and hear team concerns
• Makes regular reports to upper management about department milestones and progress
• Measures effectiveness and efficiency of operational processes both internally and externally and finds ways to improve processes
• Managing, coaching and motivating teams to consistently deliver better customer service and operational excellence.
• Develop relationships with internal and external stakeholders, and work with them to ensure the processes are well designed, continually being monitored, improved and optimized. Their quality of decisions is enhanced by timely and good quantification of the relative costs and benefits, evidenced by good data analytics.
• Additional duties as assigned

• Bachelor’s Degree in Business, Management, Insurance, Statistics, Data science or other related fields.
• Customer service experience, with a minimum of 5 years of leadership and supervisory experience. Working knowledge of financial industry is preferable.
• Good at analytical and problem-solving skills with the ability to manage and prioritize multiple projects.
• Excellent verbal and written communication, negotiation, and presentation skills with the ability to communicate both internally and externally with stakeholders and business partners.
• Technical skills with Excel, Power Point and Word and/or business intelligence tools.
• Language: English & Myanmar