Head of Branch Customer Service

Lead Manulife Vietnam’s Branch Customer Service operations across the national branch network, ensuring consistent, compliant, and customer-centric servicing experiences. The role is accountable for branch service operations, quality assurance and service governance across customer engagement channels, Distribution Support, operational risk management, workforce productivity, and continuous improvement initiatives to achieve business, customer, and operational objectives.

Key Responsibilities

1. Customer Service Operations Leadership

• Lead end-to-end Branch Customer Service operations across the nationwide branch network.
• Ensure delivery of high-quality customer servicing through multiple channels, including walk-ins, calls, and written correspondence services.
• Establish clear operational KPIs and ensure achievement of service levels, turnaround times, quality, productivity, and customer Develop and execute strategies to improve operational efficiency and enhance customer experience.
• Ensure consistent service delivery across all branches through governance, monitoring, and operational controls.

2. Quality Assurance and Service Governance

• Lead the Quality Assurance function across customer engagement channels and operational processes.
• Establish quality standards, monitoring programs, evaluation frameworks, and governance mechanisms.
• Analyze quality findings and customer feedback to identify improvement opportunities.
• Ensure compliance with regulatory requirements, internal policies, standard operating procedures, and risk management requirements.
• Drive a culture of continuous improvement and service excellence through regular quality reviews.

3. Distribution Support

• Lead the Distribution Support function to facilitate effective coordination between the salesforce and internal departments on customer servicing matters.
• Ensure clear communication, timely follow-up, appropriate escalation, and resolution of distribution-related servicing issues.
• Identify recurring issues and opportunities to improve coordination and the salesforce servicing experience.

4. Operational Risk and Compliance

• Act as the first line of defense for operational, regulatory, conduct, and service risks within Branch Customer Service operations.
• Implement and maintain risk and control frameworks, including risk and control self-assessments, process reviews, and remediation
• Ensure compliance with internal policies, regulatory requirements, Maintain business continuity and operational resilience across customer service operations.

5. Workforce Leadership and Capability Development

• Lead a large, geographically dispersed customer service workforce across multiple branches.
• Build a high-performing, customer-centric culture through effective leadership, performance management, coaching, and employee engagement.
• Ensure workforce capacity and resource allocation are aligned with service demand and business priorities.

6. Operational Excellence and Transformation

• Identify and implement opportunities for process optimization, digitization, and service automation.
• Lead strategic initiatives to improve productivity, enhance customer experience, and reduce operating costs.
• Partner with Technology, Digital, Customer Experience, and Operations teams to deliver service transformation initiatives.
• Leverage data, productivity dashboards, and management information to support decision-making and continuous improvement.

Required Qualifications and Experience

• Bachelor's degree in Business, Finance, Insurance, Operations Management, or a related field.
• At least 05 years of experience in Customer Service, Operations, Insurance Operations, Contact Centre, or Service Delivery.
• At least 03 years of experience leading large operational teams across multiple locations.
• Demonstrated experience in customer service operations, service governance, quality assurance, operational risk management, workforce management, process improvement, and change or transformation management.
• Strong leadership, communication, analytical, and stakeholder-management capabilities.
• Proven ability to lead large-scale operations and deliver sustainable operational improvement.

When you join our team:

• We’ll empower you to learn and grow the career you want.
• We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words.
• As part of our global team, we’ll support you in shaping the future you want to see.

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit https://www.manulife.com/en/about/our-story.html.

Manulife is an Equal Opportunity Employer

At Manulife/John Hancock, we embrace our diversity. We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law.

It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process, contact [email protected].

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