• Develop service procedures, policies and standards • Keep accurate records and document • Analyze statistics and compile accurate reports • Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment • Keep ahead of industry’s developments and apply best practices to areas of improvement • Control resources and utilize assets to achieve qualitative and quantitative targets • Maintain an orderly workflow according to priorities • Adhere to and manage the approved budget • Define and communicate customer service standards • Oversee the achievement and maintenance of agreed customer service levels and standards • Direct the daily operations of the Group Credit Life Operations team • Plan, prioritize and delegate work tasks to ensure proper functioning of the department • Ensure the necessary resources and tools are available for quality customer service delivery • Handle complex and escalated customer service issues • Monitor accuracy of reporting and data base information • Liaise with company management to support and implement growth strategies • Co-ordinate and manage GCL projects and initiatives • Identify and address staff training and coaching needs • Explore with other managers to discuss possible improvements to customer service • Follow up on customers' requests in a timely manner and ensure service standards are met • Ensure work processes are in accordance with company’s procedures and in compliance with all relevant regulatory guidelines • Deliver persistency targets • Act as an escalation point for the client • Manage staff workload • Perform other tasks as assigned by management from time to time

• relevant bachelor's degree • Product knowledge • Over 5 years combined working experience in Customer Service, Process Improvement, Decision Making, Process management, Staffing, Planning, Budget control, Trend Analysis , Developing Standards • Customer service background • Computer literate in MS Word, Excel and PowerPoint