About the Job

To manager, plan, and supervise the administration and day to day operations of the Customer Service and Agent Service sections in branch, ensuring that services provided to customers and field force members (agents) meet the Branch Quality Objectives and Service Turnaround Time (TAT).

• Attends to servicing requests, enquiries, feedback and complaints from customers and field force members and follow through for effective resolution.
• Supervises subordinates and ensuring compliance with Quality Objectives, Service Service Turnaround Time (TAT), Organisational's Policies and Guidelines and Branch Operating Guide (BOG).
• Provides training to staff and field force members in new procedures, guidelines and product knowledge.
• Gathers and provides feedback and recommendation on process improvement.
• Manpower planning, staff recruitment, development, counselling and performance appraisal.
• Timely submissi...