Quality & Performance Sub-Regional Lead (Southeast Asia)

About the Role

We are seeking a dynamic Quality Lead for Southeast Asia (SEA) to ensure service excellence across our operations in Thailand, Malaysia, Indonesia, and Vietnam. Reporting to the APAC Regional Quality & Training Lead, you will play a pivotal role in driving quality strategy, monitoring customer experience, managing complaints, and identifying areas for continuous improvement.

Your expertise in customer experience, Voice of Customer (VoC), Net Promoter Score (NPS), and transaction quality will be essential in managing service excellence across lines of business (LoB) and countries. You will collaborate with cross-functional teams to uphold high-quality standards, align with regulatory requirements, and foster a culture of quality across the region.

Key Responsibilities

• Implement quality management strategies to enhance service standards across various LoBs and countries.
• Monitor customer satisfaction (VoC/NPS) and lead improvement initiatives to elevate the customer experience.
• Conduct quality audits and work with teams to resolve issues, ensuring transaction quality.
• Manage complaints handling and ensure timely resolution to maintain service excellence.
• Track leakage management, implement controls, and drive corrective actions for continual improvement.
• Develop training programs to improve understanding of quality standards and customer experience.
• Establish and lead quality committees to monitor key performance indicators (KPIs) across regions.
• Drive continuous improvement through data analysis and process optimization.
• Ensure compliance with local regulations and industry best practices.
• Foster a high-performance culture, leading a team to deliver excellence in customer experience and service quality

What You Bring

• 10+ years of experience in insurance, assistance, or banking operations, focusing on customer experience and service excellence.
• Strong background in quality management, process improvement, and transaction quality.
• Experience working with regional teams and cross-functional collaboration to enhance customer satisfaction.
• Ability to manage customer experience, complaints, and risk assessment across multiple LoBs and countries.
• Fluent in English and Thai; additional languages are a plus.
• Strong communication, leadership, and stakeholder management skills.
• Ability to multitask and work remotely in an international environment.
• Six Sigma certification or experience with Six Sigma methodologies is considered a valuable asset.

What we offer:

Our employees play an integral part in our success as a business. We appreciate that each of our employees are unique and have unique needs, ambitions and we enjoy being a part of their journey.

We are there to empower and encourage you with your personal and professional development ensuring that you take control by offering a large variety of courses and targeted development programs. All that in a global environment where international mobility and career progression are encouraged. Caring for your health and wellbeing is key priority for us. This is why we build Work Well programs to providing you with peace of mind and give the flexibility in planning and arranging for a better work-life balance.

68816 | Operations | Professional | [[custPositionClusterCSB]] | Allianz Partners | Full-Time | Permanent

Allianz Group is one of the most trusted insurance and asset management companies in the world. Caring for our employees, their ambitions, dreams and challenges, is what makes us a unique employer. Together we can build an environment where everyone feels empowered and has the confidence to explore, to grow and to shape a better future for our customers and the world around us. 
We at Allianz believe in a diverse and inclusive workforce and are proud to be an equal opportunity employer. We encourage you to bring your whole self to work, no matter where you are from, what you look like, who you love or what you believe in.
We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, disability or sexual orientation.
Join us. Let's care for tomorrow.