Customer Operations Director

Job Purpose

The Director, Customer Operations is accountable for the end-to-end management and performance of all frontline customer servicing channels within Life Operations, namely Branch Operations, Contact Center (Voice and Non-Voice), and Feedback & Complaints Management. The role balances service excellence, regulatory compliance, operational efficiency, and continuous improvement.

The role ensures consistent, timely, compliant, and customer-centric service delivery, while meeting defined service commitments (TAT, FCR, NPS), managing regulatory and reputational risk, and driving operational discipline across customer-facing teams.
Success in this role is measured by customer outcomes, service reliability, complaint reduction, regulatory compliance, and stable day-to-day operations, while partnering with Customer Experience, Quality Assurance, IT, and T&O Strategy teams to support continuous improvement and transformation initiatives.

Key Respo...

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