Manager, Agency Customer Servicing Management

About the role

The Manager, Agency Customer Servicing Management leads strategic initiatives that strengthen agent servicing of existing customers and improve customer lifecycle management. The role identifies business opportunities, designs agent service standards and delivers transformation programs that improve customer experience, retention and agency productivity. It works with Agency, Operations, Technology, Digital, Risk, Compliance, Customer Experience and other functions, and advises senior management.

Key responsibilities

• Lead the identification, design and implementation of initiatives that improve agent servicing and engagement with existing customers, including business cases, operating models and governance frameworks.
• Deliver transformation programs such as customer reassignment enhancement and Agent Service Standards, coordinating Agency, Operations, Customer Experience, Digital, Technology, MIS, Risk and Compliance.
• Drive change management, stakeholder alignment, communication plans and adoption strategies.
• Support strategic decisions with business cases, roadmaps, performance analytics and executive presentations.
• Set up KPIs, governance and reporting to measure effectiveness and drive continuous improvement.
• Support initiatives on customer experience, retention, agent engagement and long-term business growth.

Required profile

• Bachelor's degree in business administration, finance or a related discipline.
• Minimum 5 years of experience in strategy, project management, business transformation, consulting or business planning.
• Proven ability to lead cross-functional initiatives and influence stakeholders without direct authority.
• Experience preparing business cases, implementation roadmaps and senior management presentations.

Preferred qualifications

• Understanding of life insurance or banking operations, including customer servicing, distribution management and customer lifecycle management.
• Experience in customer experience, CRM, servicing strategy or business transformation.
• Proficiency in data analysis tools such as Power BI, SQL or MS Access.
• Experience with digital transformation, workflow automation or customer engagement solutions.

Working arrangement is hybrid. The employer states it is an equal opportunity employer and supports learning, flexibility, well-being and inclusion.