Associate Director Customer Service Excellent

Associate Director, Customer Service Excellence (Capability & Quality)

Job Purpose:

Associate Director, Customer Service Excellence leads the transformation of AIA Thailand’s customer service operations — modernizing contact center and non-voice channels, elevating workforce capability, and embedding service governance and quality excellence. The role ensures resilience and readiness for AI-enabled, customer-centric models, while partnering with leadership to balance operational stability with accelerated transformation. By bringing external best practices and coaching internal leaders, the position builds sustainable excellence and strengthens AIA Thailand’s strategic customer agenda

Roles and Responsibilities:

Training Strategy & Capability Development (30%)

• Establish and execute training strategies supporting call center transformation priorities
• Develop curricula (onboarding, refresher, advanced skills) across empathy, digital servicing, AI-assisted handling
• Create structured pathways for omnichannel servicing and automation integration
• Embed systemic QA feedback into training design for continuous improvement
• Elevate frontline leadership maturity (TLs, Supervisors, Managers) via coaching and operational leadership standards
• Strengthen performance management governance across permanent, contract, and outsource teams
• Drive leadership routines and operational review cadences to improve execution discipline

Service Quality, Governance & Customer Experience (30%)

• Oversee governance standards ensuring consistent CX across all touchpoints
• Strengthen QA frameworks, calibration disciplines, and service monitoring mechanisms
• Translate VoC insights, complaint trends, CSAT findings, and operational data into measurable actions
• Partner with QA, VoC, and Analytics teams to identify systemic pain points and failure demand
• Develop customer-centric service protocols, escalation standards, and proactive servicing approaches
• Ensure operational consistency and change readiness during organizational transitions, migrations, or process transformation

Operational Excellence & Service Transformation (20%)

• Lead modernization agenda across voice, non-voice, and customer servicing operations
• Design scalable operating models to improve productivity, CX, service consistency, and efficiency
• Identify structural gaps and develop sustainable improvement roadmaps aligned with CSM priorities
• Drive readiness for future-state initiatives (AI-assisted servicing, workflow automation, digital channels)
• Support long-term redesign of servicing operations to align with evolving customer expectations and “Delight Customer” strategy

Technology & Operational Intelligence Enablement (20%)

• Partner with business/technology stakeholders to adopt AI-enabled servicing capabilities
• Operationalize speech analytics, AI-assisted QA, workflow automation, and voicebot optimization
• Define business requirements and operational use cases for next-gen servicing technologies
• Ensure processes, leadership readiness, and frontline capability evolve alongside technology transformation
• Contribute operational expertise to future servicing model design and automation strategies
• Lead/support high-priority transformation projects and operational improvement initiatives

Qualifications:

• Bachelor’s or Master’s degree in Business Administration, Operations Management, Customer Experience, Industrial Engineering, or related field
• Minimum 12–15 years of leadership experience in contact center operations, customer service management, or large-scale service operations
• Proven experience leading complex multi-channel customer servicing organizations
• Demonstrated track record in operational transformation, service modernization, or customer experience improvement initiatives
• Experience managing large-scale frontline operations with mixed workforce models (permanent, outsource, contract)
• Strong background in operational governance, workforce performance management, and service quality improvement
• Experience leading operational change during periods of rapid growth, organizational transformation, or crisis situations
• Exposure to insurance, healthcare, financial services, or other highly customer-centric regulated industries preferred
• Experience working with AI, automation, digital servicing tools, speech analytics, or contact center technologies is highly advantageous