VP – Customer Service Operations (Insurance)

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