Customer Contact Centre Associate Manager

About FWD Group

FWD Group (1828.HK) is a pan-Asian life and health insurance business that serves more than 38 million customers across 10 markets, including BRI Life in Indonesia. FWD’s customer-led and tech-enabled approach aims to deliver innovative propositions, easy-to-understand products and a simpler insurance experience. Established in 2013, the company operates in some of the fastest-growing insurance markets in the world with a vision of changing the way people feel about insurance. FWD Group is listed on the main board of the Hong Kong Stock Exchange under the stock code 1828.

For more information, please visit www.fwd.com

About FWD Life Philippines 

FWD Life Insurance Corporation (FWD Life Philippines) launched its commercial operations in September 2014. As of end-2022, FWD Life Philippines ranks 3rd and 6th in terms of Paid-up Capital(1) and New Business Annual Premium Equivalent(2), respectively.

For more information, please visit fwd.com.ph. 

1 www.insurance.gov.ph > Statistics > Life > 2022 > Based on Paid-Up Capital

2 www.insurance.gov.ph > Statistics > Life > 2022 > Based on New Business Annual Premium Equivalent

The Contact Center Associate Manager – Email & Voice Support is responsible for leading a team of Contact Center Associates handling primarily email-based inquiries and requests, with the flexibility to support voice (inbound/outbound calls) as business needs evolve. This role ensures high-quality, timely, and accurate customer service across channels (email, voice and live chat), supporting customers, agency partners, and banca partners, with accountability for channel performance, service delivery outcomes, and capacity effectiveness. The Contact Center Associate Manager will also play a key role in contact center transformation, helping design and optimize email and broader omnichannel support strategies.

TEAM LEADERSHIP & PEOPLE MANAGEMENT:

• Lead, coach, and develop a team of agents supporting email and voice channels. - - Drive performance across both non-voice (email) and voice (calls) metrics.

• Conduct coaching sessions, calibrations, and performance reviews.

• Monitor team productivity and volume trends to ensure balanced workloads.

• Manage scheduling and staffing across channels based on volume demands.

OMNICHANNEL OPERATIONS MANAGEMENT:

• Oversee daily operations of: Email queues and Voice queues (as required)

• Ensure adherence to SLAs across channels: Email: Turnaround Time, First Response Time, Voice: AHT, Service Level, Call Quality, Balance workload dynamically between email and voice based on demand, Own channel capacity planning across email and voice channels to meet service, productivity, and NPS/rNPS targets, Balance service levels with productivity and cost efficiency across channels, Support data-driven headcount, scheduling, and roster planning discussions, Manage escalations from customers, agency, and banca partners, Ensure compliance and accuracy of all customer interactions.

QUALITY ASSURANCE & CUSTOMER EXPERIENCE

• Ensure consistent quality standards across written and verbal communication. This role will monitor: Email tone, clarity, and completeness, Call handling skills (empathy, resolution, compliance), Partner with QA to drive improvements across both channels, Drive customer satisfaction (CES/CSAT/NPS) regardless of channel.

PERFORMANCE MANAGEMENT & REPORTING

• Track and manage channel-specific and overall KPIs: Email productivity and SLA adherence, Voice metrics (AHT, service level, abandonment rate), Quality and customer satisfaction scores, analyze trends across channels and recommend improvements, Provide actionable insights to leadership.

STAKEHOLDER & CROSS FUNCTIONAL AUTHORITY:

• Represent the Contact Center in cross-functional forums and governance discussions involving Life Operations Business Units, CX, QA, Training, IT, and other relevant stakeholders

• Act as the primary escalation owner for complex, high-risk, or sensitive customer cases across email, voice, and chat channels, including those involving agency and banca partners

• Own end-to-end resolution of escalated cases, ensuring timely closure, appropriate remediation, and clear communication with internal and external stakeholders.

• Escalate issues with data-backed recommendations and proposed actions, rather than problem statements alone, particularly where service risk, customer impact, or reputational exposure exists.

Privacy Notice

Your privacy is a priority for FWD.  The Company keeps your personal information with us in confidence. To know more about how we process your information, kindly refer to our FWD Recruitment Privacy Notice.

FWD has partnered with Talocity Instasolutions Private Limited (“Talocity”) to manage the initial filtering of candidate’s profiles through video interviews, social profile mapping, and video analytics using artificial intelligence engine that is offered within the Talocity platform.  The platform evaluates the candidate on the five well-known dimensions as per OCEAN Personality Model that influence occupational success and help understand workplace behavior. For more information, please refer to Talocity Privacy Policy.

When you apply, FWD will share your name, phone number and email address to Talocity to contact you and conduct the initial screening and profiling process.  Shortlisted candidates will then be contacted by FWD for the face-to-face interview.