Customer Policy Servicing, Team Lead

Job Type: Permanent - Full Time

Location: Kuala Lumpur

Job Category: Call Centre and Customer Service

Job Description
Let's grow together
Travel Guard is a leading travel insurance provider, serving millions of leisure and business travelers worldwide. Established in 1982 we offer a comprehensive portfolio of travel insurance solutions and global assistance services. Travel Guard operates service centers across Asia, Europe, and the Americas, ensuring 24/7 support to help travelers navigate unexpected circumstances that may disrupt their plans.

As part of the Zurich Cover-More Group, we now have access to an extensive global network and resources, further strengthening our ability to deliver reliable, innovative, and tailored insurance and assistance for our customers.

What's the job?
You will lead and elevate a high-performing Customer Policy Servicing team, ensuring the delivery of accurate, timely, and professional end-to-end service to travel insurance customers across phone and email channels. You will champion operational excellence, regulatory compliance, and a customer-first culture, while driving continuous improvement and team capability development.

You Will

• Provide strategic and hands-on leadership to the Customer Policy Servicing team, fostering a high-performance, collaborative, and customer-centric environment.
• Coach, mentor, and develop team members, ensuring consistent delivery of service excellence and adherence to KPIs.
• Oversee complex customer interactions, escalations, and resolution of service issues with professionalism and empathy.
• Ensure full compliance with internal policies, regulatory requirements, and industry standards, including certification mandates.
• Drive operational improvements by identifying process gaps and implementing best practices in collaboration with cross-functional teams.
• Lead reporting and analysis of key service metrics, including turnaround times, customer satisfaction, and policy accuracy.
• Partner with Claims, Sales, HR, and other teams to ensure seamless customer journeys and knowledge sharing across functions.
• Represent the team in internal forums and contribute to broader service strategy and planning initiatives.

What are we looking for?
You Will Have

• A minimum of 5 years' experience in customer service or insurance operations, with at least 2 years in a supervisory or team leadership role.
• Strong leadership and coaching capabilities, with a proven ability to manage escalations and complex customer issues with professionalism and confidence.
• Demonstrated success in building team engagement and performance.
• Excellent communication skills in English, both written and verbal, with the ability to manage sensitive customer interactions confidently.
• In-depth knowledge of policy servicing processes, systems, and regulatory frameworks in the Singapore insurance sector.
• Analytical mindset with a focus on data-driven decision-making and continuous improvement.
• A proactive, collaborative approach and commitment to delivering outstanding customer experiences.

Why choose us?
We value optimism, caring, togetherness, reliability, and determination.

We have more than 2600 employees worldwide: we are a global group of digital specialists, actuaries, marketers, doctors, nurses, case managers, claims specialists, finance experts and customer service professionals. We share a global purpose to look after travelers, at every step of their journey.

Job flexibility
. We understand the importance of making sure that work fits into your life, not the other way around. Our hybrid approach ensures our employees maintain work-life balance.

Career growth
. This is an extremely exciting time for us at Zurich Cover-More, as we are rapidly growing our business around the world. We are dedicated to helping our employees reach their full potential through a comprehensive onboarding program, ongoing professional development opportunities and a supportive work environment that encourages growth.

Take the time you need, for you and your community
. We encourage you to take the time you need when you need it. We offer regular annual and personal leave benefits along with volunteer leave and a comprehensive paid parental leave scheme.

Diversity and inclusion
. We respect who you are and thoroughly embrace diversity. So whatever walk of life you wander, just be you and come as you are.

Apply today and let's go great places together