Assistant Manager, Training & Customer Engagement (Contact Centre)

Reaching Out To You: HL Assurance Pte. Ltd.("HLAS") is a licensed general insurance company in Singapore, a subsidiary of Hong Leong Financial Group Berhad ("HLFG") and a member of the Hong Leong Group.

Assistant Manager, Contact Centre Training & Customer Engagement

About the role:

Contact Centre Training & Customer Engagement isa dual-focused role responsible for building a high-performing, customer-centric CC workforce and driving meaningful engagement with HLA customers. The incumbent will design and deliver training programmes for Contact Centre staff, champion quality and process improvement initiatives, and lead targeted outreach activities that strengthen customer relationships and support business objectives.

Job Responsibilities:

Reporting directly to the Head of Contact Centre, you shall be responsible for:-

Training & Staff Development

• Design, develop, and deliver onboarding and continuous learning programmes for CC officers, covering product knowledge, service standards ,complaint handling, and regulatory requirements (e.g. MAS guidelines).
• Conduct needs assessments and maintains a training calendar aligned to operational priorities and identified skill gaps.
• Evaluate training effectiveness through assessments, call monitoring and post-training performance data; iterate content accordingly.
• Maintain and update the CC training repository, SOPs, scripts, and knowledge base to reflect product/process changes.
• Provide one-on-one coaching and remedial support to CC officers who require performance uplift. Undertake administrative duties like track team’s attendance, assignment of leads and etc.
• Support new product launches, process rollouts, and system implementations through training readiness and change management initiatives.
• Other ad-hoc duties whenever necessary

Customer Engagement & Lifecycle Management

• Own and execute structured, multi-channel customer engagement activities across the full policy lifecycle, including onboarding, servicing, nurturing, retention, and renewal touchpoints.
• Drive customer activation initiatives including HLAS mobile app adoption, digital self-service enrolment, preferred communication channel setup, and onboarding engagement to ensure customers are connected from policy inception.
• Plan and execute proactive outreach campaigns through Email, WhatsApp, SMS, and outbound calls to improve customer engagement, policy utilisation, and retention outcomes.
• Manage post-issuance customer engagement activities including surveys, incentivised feedback programmes, NPS initiatives, service recovery follow-ups, and promoter engagement opportunities.
• Coordinate personalised customer communications and educational campaigns across key policy milestones and seasonal engagement periods for various Lines of Business including PA, Home, Motor, and Maid.
• Manage end-to-end renewal outreach programmes by deploying targeted retention messaging, value-added offerings, loyalty initiatives, and proactive customer follow-ups to improve renewal conversion rates.
• Monitor customer engagement data, campaign performance, persistency indicators, and customer feedback trends to identify opportunities for service and engagement improvement.
• Support the optimisation of customer engagement platforms, CRM tools, and automation capabilities to improve outreach effectiveness and operational efficiency.
• Collaborate closely with Marketing, Product, Distribution, and Operations teams to ensure customer engagement initiatives are aligned with broader business campaigns and customer communication strategies.

Process Improvement & SOP Governance

• Review and streamline Contact Centre workflows, SOPs, and servicing processes to improve operational efficiency, consistency, and customer experience.
• Identify process gaps and operational pain points through root cause analysis of complaints, escalations, QA findings, and customer feedback.
• Recommend and implement practical process improvement initiatives to strengthen service delivery and regulatory compliance.
• Support the implementation of new systems, operational tools, and process enhancements, including staff readiness, communication, and adoption activities.
• Maintain proper documentation and governance standards to always ensure audit readiness and compliance with MAS guidelines and internal policies.
• Participate in quality assurance calibration exercises and continuous improvement initiatives across the Contact Centre.

Job Requirements:

• Minimum Diploma with at least 5 years of relevant work experience in call centre environment, supervisory role and general insurance industry
• Possess Insurance certifications (BCP,PGI) is a must
• Proficient in MS Office (WORD, EXCEL etc.)is preferred.
• Minimum 2–3 years of relevant experience in a contact centre environment, with at least 1 year in a training quality, or customer engagement capacity.
• Experience in the insurance or financial services industry is preferred.

Other Information and Benefits

• 5-day work week (Mon- Fri, 9 am - 6 pm)
• Walking distance from Tanjong Pagar MRT
• Attractive remuneration package, overriding monthly and quarterly commission, annual leave entitlement, outpatient and dental benefits, group hospitalization and surgical, personal accident and term life insurance, etc.

Your Career, Our Passion - COME JOIN US NOW!
Interested applicants, please forward your detailed resume, stating qualifications, reason for leaving each employment, work experience, availability, current and expected salaries to [email protected] NOW.

(We regret that only shortlisted candidates will be notified)