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Associate Director, Customer Service Excellence (Capability & Quality)
Full-time
This strategic operational leader is 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, while preparing the organization for AI-enabled and customer-centric servicing models.
Main Duties & Responsibilities
Lead the operational modernization agenda across voice, non-voice, and customer servicing operations, designing scalable operating models.
Elevate frontline leadership maturity and strengthen performance management across permanent, contract, and outsource teams.
Oversee service quality governance, calibration disciplines, and Voice of Customer, CSAT, and complaint-trend analysis.
Support operationalization of speech analytics, AI-assisted QA, workflow automation, and voicebot optimization initiatives.
Define business requirements and operational use cases for next-generation servicing technologies.
Lead high-priority CSM transformation projects and support organization readiness during system transitions.
Qualifications
Bachelor's or Master's degree in a related field.
12-15 years of leadership experience in Contact Center Operations, Customer Service Management, or large-scale service operations.
Proven experience leading complex multi-channel servicing organizations and operational transformation.
Experience with AI, automation, digital servicing tools, speech analytics, or contact center technologies is highly advantageous.
Strong Thai-English communication skills.
