• Be responsible for quality and speed for delivery of superior customer service by Customer Service Center(s) and Call Center..
• Be responsible for premium follow-up/collection – renewal including management of cash collected by the team.
• Arrangement the resource to ensure handling the workload of team.
• Provide regular feedbacks to frontline sales team and other stakeholders in order to seek for greater efficiency.
• Coordinating and cooperating with other related sections with PCLA and PVA Customer Service Support and Claims to smoothly solve all issues as they arise.
• Handling and/or clarify enquiries/ agent’s complaints about policy servicing, administration, document delivery and customer service delivery in close consultation with other functions within PCLA and/or PVA.
• Ensuring all PIO/agents/clients’ inquiries related to CS functions and responsibilities are timely and accurately responded.
• Provide sound solution on customers and Agents’ complaints and any related issues in close consultation with Stakeholders.
• Taking part in building new relevant operational manuals and update regularly when having any changes include customer servicing and administration related forms.
• Providing training to CS staff (new and existing) and briefing to staff from other functions/sections as and when required.
• Take ownership of the team’s performance, development and ensure their behavior reflects the values of Dai-ichi Life Insurance
• Provide leadership and direction to the team and empower staff to achieve their best capability as well as developing and maintaining an open, honest and satisfying team environment.
• Performing other tasks as assigned by Management.

• Bachelor Degree in Business Administration/Management or related discipline.
• 5 years’ experience in life insurance customer service operations
• At least 4 years of Supervisory and management experience
• Attention to detail, Self-Starter, Customer oriented and passion for success
• Very good organizational skills with sound judgment and financial service knowledge including insurance such as underwriting, policy servicing and claims is a plus