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Contact Centre Manager


Job Summary

Lead a customer-focused team and manage the activities of the unit to ensure the delivery of key performance indicators and to drive best practice.

Job Accountabilities - Key Accountabilities

• Shows strategic alignment to customer values and identity.
• Responsibility for team performance against quality and service delivery Key Performance Indicators.
• Responsible for developing skills via Individual Development Plan planning and building future succession to support business growth.
• Responsibility for individual’s contribution and development through performance management process.
• Inspires individuals to achieve outstanding performance through personal leadership style and behaviors.
• Develop culture of continuous improvement focused on enhancing the end to end customer experience.
• Manage team to achieve budget.
• Manage processes effectively and compliantly to ensure no audit finding worse than ‘needs improvement’.
• Accountability for process, procedures and people remaining compliant with all governance controls and frameworks.
• Recognizes and rewards contribution, maintains culture and element of fun.
• Takes personal responsibility for resolving complex issues using commercial and business awareness.
• Structures information to meet the needs and understanding of the audience.
• Drives and shares activity to embed customer centricity at all touch points.
• Interprets Management Information with view to driving forward improvements and best practices.
• Evolves resource and team models in line with changing business needs.
• Promotes positive customer experience through relationships aligned to brand values.
• Facilitates change through personal commitment and ownership of initiatives.
• Considers impact of future business plans on own team in order to identify and facilitate change to meet an evolving business model.
• Maintains appropriate level of functional and technical expertise, has ability to get into detail to resolve issue/improve process when required.
• Responsible for team governance including risk identification and mitigation, audit, customer outcomes, complaints, breaches and quality frameworks.

Job Functions

• Results against Key Performance Indicators – timely reporting via Swap Data Repository with evidence of improvement through actions planning.
• Positive feedback from team/stakeholders and demonstration of collaboration across operations.
• Staff survey results with evidence of listening and improvement action.
• Effective planning and decision-making in line with operational strategies.
• Ability to recruit the right people into the right roles, ensuring retention of staff and succession planning talent into future roles across the company.
• Measured process and practice improvements (benefit realization) via Lean methodology.
• Achieves high standards for quality and quantity.
• Professional, accountable, credible.
• Able to interpret and analyze data.
• Demonstrates commitment to the organization.
• Measured performance management via talent book and calibration with evidence of management actions taken.
• Evidence of managing change with positive outcome.

Business Accountabilities

• Utilize established financial systems to track budgets and highlights variances in order to manage and control specific cost variables.
• Manage the implementation of a project, either as a small discrete initiative or a defined part of a business change program, to deliver improvement of operational metrics (reduction in cost, improvement in efficiency or customer service etc.)
• Maintain and renew a deep knowledge and understanding of the company´s risk and compliance policies relevant to own area of work, highlight discrepancies and escalate or resolve as appropriate.
• Partner with other leaders (within and across sites) to pilot and execute improvements to operational processes and systems to facilitate the continuous improvement of efficient working practices and drive positive customer delivery and business results.
• Create and implement plans to improve team performance and develop individual team member skill sets in line with operational change and business-as-usual objectives.
• Maximize a positive customer experience for both internal and external customers by identifying, understanding, and resolving enquiries; maintain 'oversight' of service delivery, taking responsibility for escalated issues and providing coaching to other team members.
• Work with a complex framework and a variety of procedures to deliver against customer specific Key Performance Indicators, providing feedback on Key Performance Indicators to ensure they are the correct measures to meet the needs and expectations of customers and other stakeholders.
• Investigate and assess unusual and/or complex customer issues, claims or service requests and employ established techniques to determine an appropriate course of action.
• Oversee the operational workload of team, ensuring allocated staff are fully utilized in order to deliver against agreed individuals goals and maximize positive customer experience.

Job Qualifications

• Bachelors Degree and 6 or more years of experience in the Process Improvement area

• High School Diploma or Equivalent and 8 or more years of experience in the Process Improvement area

• Zurich Certified Insurance Apprentice including an Associate Degree and 6 or more years of experience in the Process Improvement area

• 2 or more years of people management experience

• Insurance Industry Experience

You are the heart & soul of Zurich! 

At Zurich, we like to think outside the box and challenge the status quo. We take an optimistic approach by focusing on the positives

We highly value the experience and know-how of our employees and offer a wide range of opportunities across business areas to encourage you to apply for new opportunities within Zurich when you are ready for your next career step. 

Let’s continue to grow together!


  • Location(s):  MY - Kuala Lumpur 
  • Remote working:
  • Schedule: Full Time
  • Recruiter name: Tarenjit Kaur
  • Closing date: