Head of Branch Customer Service
Manulife — Dist.7, Ho Chi Minh
Posted 2026-09-28
Lead Manulife Vietnam’s Branch Customer Service operations across the national branch network, ensuring consistent, compliant, and customer-centric servicing experiences. The role is accountable for branch service operations, quality assurance and service governance across customer engagement channels, Distribution Support, operational risk management, workforce productivity, and continuous improvement initiatives to achieve business, customer, and operational objectives. Key Responsibilities 1. Customer Service Operations Leadership Lead end-to-end Branch Customer Service operations across the nationwide branch network. Ensure delivery of high-quality customer servicing through multiple channels, including walk-ins, calls, and written correspondence services. Establish clear operational KPIs and ensure achievement of service levels, turnaround times, quality, productivity, and customer Develop and execute strategies to improve operational efficiency and enhance customer experience. Ensure consistent service delivery across all branches through governance, monitoring, and operational controls. 2. Quality Assurance and Service Governance Lead the Quality Assurance function across cu