Customer Services & Support Supervisor

Role purpose (Maximum one or two sentences, stating why the job exists in the organization and what it is there to achieve):

The Customer Service & Support Supervisor is responsible for ensuring effective customer support and policy management activities, participating and conducting UAT tests. Support the Deputy Manager/ Manager in managing CSS team to achieve the overall goals of the section.

Key Accountabilities (Primary accountabilities are those over which the job holder has a controlling impact on end results. Express accountabilities in a series of short statements):

 Process, supervise and oversee daily CSS section operations, monitoring all activities and coordinating the team to deliver professional, and efficient customer service. This includes promptly responding to inquiries and effectively resolving complaints and requests through various interactive channels

 Maintain a deep understanding of insurance products, services, and regulations to provide informed advice to clients and staff

 Ensure that the team's activities complies with all relevant regulations and standards

 Assign tasks and manage workload to ensure efficiency and achievement of targets

 Analyze and report on key performance metrics, making recommendations for improvement where necessary

 Proactively identify and mitigate potential issues

 Propose and implement initiatives to improve operational efficiency and service quality

 Actively participate in system development or enhancement projects by analyzing products to define operational business requirements and performing User Acceptance Testing (UAT)

 Collaborate with project team to ensure timely and successful project delivery from a business perspective

 Foster a culture of continuous improvement and innovation within the team

 Train, mentor, and develop team members, ensuring they possess the necessary knowledge and skills

 Maintain strong relationships with Clients, Partners, Agents other internal departments

 Performing other tasks as assigned by the Line Manager

• University degree (Bachelor of Economics, major in finance, banking and insurance...)
  
• LOMA Certifications: Loma 281/ 291 or ACS 100/ 101
  
• Strong grasp of products, operations, and regulatory compliance
  
• Drives professional customer service and efficient CSS operations, adept at handling complex inquiries
  
• Excels in business analysis, test scenario design, and UAT execution for system development
  
• Analyzes metrics, identifies issues, and implements solutions to optimize efficiency
  
• 4-6 years in Life Insurance Operations (Customer Service/ or Policy Administration).
  
• 1-2 years in Supervisory/Team Lead capacity
  
• Hands-on experience: Product/System Projects (Requirements, Testing/UAT)
  
• Familiarity with Insurance core/CRM
• Vietnamese: Fluent (written & spoken)
  
• English: Good command (written & spoken) for technical documentation, internal communication
  
• Proficiency in MS Office Suite
  
• Experience with CRM, Project Management, and Testing/Bug Tracking tools (e.g., Jira)
  
• Aptitude for quickly learning new technologies
  
• Familiarity with collaboration tools (e.g., MS Teams, Zoom)