Manager, Agency Customer Servicing Management
Manulife — Dist.7, Ho Chi Minh
Posted 2026-09-10
The Manager, Agency Customer Servicing Management leads the development and execution of strategic initiatives aimed at strengthening agent servicing of existing customers and improving customer lifecycle management. The role is accountable for identifying business opportunities, designing agent service standards, and delivering transformation programs that enhance customer experience, customer retention, and agency productivity. As a key driver of cross-functional change initiatives, the incumbent partners with stakeholders across Agency, Operations, Technology, Digital, Risk, Compliance, Customer Experience, and other business functions to implement sustainable solutions and service standards. The role provides strategic recommendations, governance, and decision support to senior management while ensuring effective execution and measurable business outcomes. Position Responsibilities: POSITION RESPONSIBILITIES: 1. Strategic initiative development and ownership Lead the identification, design, and implementation of strategic initiatives that enhance agent servicing effectiveness and strengthen agent engagement with existing customers. This includes evaluating business opportunitie