Head of Customer and Distribution Contact Center is a key management role within the COO responsible for providing an outstanding service to our customers and distributions, establish and execute the future roadmap of customer and distribution experience journey. The incumbent plays a key role in driving company’s strategy to become a number one choice for Indonesian customers.

The role holder will manage a team of inbound and outbound call, correspondence, walk-in, and live chat and will need to work across business units in operations as well as with the distribution channels.

Position Responsibilities:

Strategic Leadership

• Develop and execute contact center strategies aligned with life insurance business goals.
• Lead transformation initiatives to enhance contact center experience.
• Set and monitor KPIs including First Call Resolution (FCR), Net Promoter Score (NPS), and policyholder satisfaction.

Operational Excellence

• Manage daily operations of inbound and outbound contact center teams, including policy servicing, claims inquiries, premium collections, and lead generation.
• Ensure compliance with insurance regulations and data privacy laws (e.g., OJK, GDPR).
• Optimize call routing, workforce management, and service levels across all channels (phone, email, chat, social media).

Customer Experience & Quality Assurance

• Establish quality assurance to ensure quality of the team’ service
• Analyze feedback and call/email/chat data to identify service gaps and training needs.
• Champion a customer-first culture across all contact center operations.

Technology & Innovation

• Lead the adoption of CRM, AI-powered chatbots, IVR systems, and analytics tools to improve service delivery.
• Partner with IT to ensure robust infrastructure and cybersecurity measures.

People Leadership

• Recruit, train, and develop high-performing teams of contact center.
• Foster a culture of continuous improvement, accountability, and customer empathy.
• Implement career development and succession planning for key roles.

Financial & Compliance Oversight

• Manage budgets for staffing, technology, and operations.
• Ensure adherence to internal policies and external regulatory requirements (e.g., OJK).

Cross-functional Collaboration

• Work closely with Underwriting, Claims, Sales, and Product teams to ensure seamless customer and distribution journeys.
• Support digital transformation initiatives and customer/agent self-service

Required Qualifications:

• University graduate with minimum 15 years solid experience in Customer Service with good exposure to the Financial Services industry
• Knowledge of the insurance industry would be an advantage
• Knowledge of the latest technology developments, trends and standards would be an advantage
• A senior individual who is highly motivated and able to work independently, with minimal supervision
• A competent people manager who can build a high-performance team culture within operations and support functions
• A team player who is able to connect well with peers and interact very successfully with business stakeholders and regional functions as required

Preferred Qualifications:

• Proficient in English, spoken and written
• High integrity and professional work practice and ethic
• Good analytical and problem solving skills, very comfortable with numbers and numerical analysis
• Strong report writing skills and the ability to interpret and present data sets for senior management audiences
• Strong teamwork and collaboration capability as well as being self-motivated and able to work independently
• Strong team management and team building skills, coaching and mentoring, and people development skills
• Excellent interpersonal communication, management and presentation skills

When you join our team:

• We’ll empower you to learn and grow the career you want.
• We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words.
• As part of our global team, we’ll support you in shaping the future you want to see.

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit https://www.manulife.com/en/about/our-story.html.

Manulife is an Equal Opportunity Employer

At Manulife/John Hancock, we embrace our diversity. We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law.

It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process, contact [email protected].

Hybrid