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VP – Customer Service Operations (Insurance) at Thai Group Holdings

Bangkok, , Thailand -

Full Time

Start Date

Immediate

Expiry Date

26 Sep, 26

Salary

0.0

Posted On

28 Jun, 26

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service Strategy, Call Center Operations, Non-Life Insurance, Omni-channel Support, Regulatory Compliance, Service Quality Management, Digital Transformation, Stakeholder Management, Budget Management, Performance Metrics Analysis, Complaint Handling, Operational Excellence

Industry

Financial Services

Description

Role Summary Senior leadership role responsible for end-to-end customer service strategy and operations, with a strong focus on non-life insurance. The position oversees omni-channel customer service operations and multiple functional teams to ensure service excellence, regulatory compliance, and operational efficiency across insurance and related financial businesses. Key Responsibilities Own and lead customer service strategy across phone and digital channels (call center, chat, email, social) Oversee Call Center Operations, Digital Customer Service, Service Quality, and Reporting / Project Management teams Provide leadership and governance over daily operations, ensuring SLA, service levels, and compliance, especially for non-life insurance Monitor and improve service performance metrics (CSAT, NPS, FCR, AHT) using data-driven insights Drive service improvement, operational excellence, and digital transformation initiatives Manage complex customer complaints and ensure proper handling in regulated environments Collaborate with cross-functional teams to align customer service with business objectives Manage budgets and ensure cost-efficient operations without compromising service quality Key Qualifications (Critical) Proven hands-on experience in non-life insurance customer service or call center operations is required Strong understanding of non-life insurance products, claims processes, and regulatory compliance Experience leading large-scale or multi-functional customer service operations Strong leadership, stakeholder management, and decision-making skills Experience in life insurance is a plus; candidates with life insurance experience only will not be considered

Responsibilities

Lead the end-to-end customer service strategy and omni-channel operations for non-life insurance and related financial businesses. Oversee functional teams to ensure service excellence, regulatory compliance, and operational efficiency through data-driven insights.