Associate Director, Customer Service Excellence (Capability & Quality)

Job Purpose:

The Associate Director, Customer Service Excellence (CSM) – Operational Excellence & Service Transformation serves as a strategic operational leader responsible for strengthening, modernizing, and transforming AIA Thailand's end-to-end customer service operations across contact center, non-voice servicing channels, and customer servicing functions.

This role is accountable for elevating operational maturity, workforce performance, service governance, quality excellence, and operational resilience — while preparing the CSM organization for the next generation of AI-enabled and customer-centric servicing models.

Acting as a senior operational partner to CSM leadership, the role balances operational stability with transformation acceleration — ensuring that frontline servicing capability, leadership discipline, customer experience standards, and operational governance evolve in line with AIA Thailand's strategic customer agenda.

The role is expected to bring external best practices, scalable operational leadership, and structured transformation capabilities into the organization, while coaching and strengthening internal leadership bench strength across the CSM function.

Main Duties & Responsibilities:

1. Operational Excellence & Service Transformation Leadership (30%)

• Lead the operational modernization agenda across voice, non-voice, and customer servicing operations within CSM
• Strengthen operational discipline, governance standards, workforce management practices, and frontline servicing consistency across all servicing channels
• Design and implement scalable operating models to improve productivity, customer experience, service consistency, and operational efficiency
• Identify structural operational gaps and develop sustainable improvement roadmaps aligned with CSM transformation priorities
• Serve as a strategic operational advisor to CSM leadership on organization readiness, service model evolution, and operational risk management
• Drive operational readiness for future-state servicing initiatives, including AI-assisted servicing, workflow automation, and digital channel optimization as part of process improvement
• Support long-term redesign of servicing operations to align with evolving customer expectations and the Delight Customer strategy

2. Workforce Performance & Leadership Capability (25%)

• Elevate frontline leadership maturity across Team Leaders, Supervisors, and Operations Managers through structured coaching and operational leadership standards
• Strengthen performance management governance across permanent, contract, and outsource servicing teams
• Build sustainable operational accountability mechanisms focused on productivity, customer experience, quality, and case ownership behaviours
• Partner with Training and QA functions to uplift frontline capability, reduce performance inconsistency, and improve Grade A CSR outcomes
• Drive leadership routines and operational review cadences to improve execution discipline and problem-solving capability
• Coach operational leaders to manage through insight, data, and customer-centric decision making rather than transactional task management

3. Service Quality, Governance & Customer Experience (20%)

• Oversee operational governance standards to ensure consistent customer experience delivery across all CSM touchpoints
• Strengthen quality governance frameworks, calibration disciplines, and service performance monitoring mechanisms
• Translate Voice of Customer insights, complaint trends, CSAT findings, and operational data into measurable improvement actions
• Partner with QA, VoC, and Analytics teams to identify systemic customer pain points and operational failure demand
• Support development of customer-centric service protocols, escalation management standards, and proactive servicing approaches
• Drive operational consistency during periods of organizational change, system migration, or process transformation 20%

4. AI, Automation & Operational Intelligence Enablement (15%)

• Partner with business and technology stakeholders to improve operational adoption of AI-enabled servicing capabilities
• Support the operationalization of speech analytics, AI-assisted QA, workflow automation, voicebot optimization, and operational intelligence initiatives
• Define business requirements and operational use cases for next-generation servicing technologies
• Ensure operational processes, leadership readiness, and frontline capability evolve alongside technology transformation initiatives
• Contribute operational expertise to future servicing model design and customer interaction automation strategies

5. Strategic Projects & Business Continuity Leadership (10%)

• Lead or support high-priority CSM transformation projects and operational improvement initiatives
• Support organization readiness during large-scale operational or system transitions
• Contribute to succession planning and long-term operational capability development within CSM

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

• Strategic and analytical leader with strong operational judgment, balancing business stability with transformation and continuous improvement.

• Influential people leader who effectively engages senior stakeholders and develops high-performing teams through change and ambiguity.

• Customer-centric and execution-focused professional with strong ownership, resilience, and excellent Thai-English communication skills.

In accordance with recruitment policy and hiring standard of AIA (Thailand) Company Limited, after completing the selection process, you are required for criminal background check before joining the company. Your criminal record information will be retained according to the PDPA policy of the company. As per attached link [https://www.aia.co.th/th/about-aia/privacy/candidate]