Head of Service Desk

Key Objective

Lead and transform the Service Desk function supporting Chubb Thailand’s combined Motor producer partner network, overseeing an operational team of approximately 50 responsible for handling quotes, new business/binds, car inspection coordination, renewals, and endorsements. The role owns end-to-end service delivery against SLA and KPI targets while building a forward-looking operating model — combining process redesign, automation, and AI/RPA — that delivers best-in-class service today and positions the team to operate more efficiently as it scales.

Reports to:   Chief Operating Officer, Chubb Thailand

Major Duties and Responsibilities

• Own end-to-end SLA and KPI performance across all Service Desk request types — quotes, new business/binds, car inspection coordination, renewals, and endorsements — ensuring targets are consistently met.
• Manage day-to-day work allocation and capacity planning across a team of approximately 50, balancing volume, complexity, and channel mix (TQM, SSW, SCB, IDP, LEI and other producer partners).
• Track team and individual performance against KPIs, providing regular reporting, coaching, and corrective action where targets are missed.
• Responsible for other duties within service desk such as pre-inspection QC, updating partner template, producing renewal notice and other adhoc request such as UATs and demos.
• Identify and lead process improvement initiatives — both IT-enabled (RPA, workflow automation, AI-assisted classification and triage) and non-IT (process redesign, standard work, escalation protocols) — to streamline operations and reduce cycle times.
• Partner with Technology and Analytics teams to prioritize and implement automation opportunities that reduce manual handling and improve straight-through processing.
• Act as the primary point of contact for distribution and producer partner teams, proactively troubleshooting service issues, resolving escalations, and building partner confidence in the service offering.
• Establish and maintain a quality assurance framework to ensure consistent, accurate service delivery across all request types.
• Build a scalable, resilient team structure and talent pipeline, including team leads/supervisors, capable of sustaining performance as volumes and complexity evolve.
• Report regularly to the COO and senior leadership on SLA performance, backlog health, root causes of service issues, and progress against improvement initiatives.
• Champion a culture of continuous improvement, accountability, and partner-centric service across the team.

Qualifications

• 10+ years of experience in operations, service delivery, or call center/service desk management, including at least 5 years in a senior leadership role.
• Proven experience managing a large team (40+ staff), including managing through supervisors or team leads.
• Track record of designing and delivering SLA/KPI frameworks and driving measurable service improvements.
• Experience leading process improvement or automation initiatives (RPA, workflow automation, AI-enabled tools) in an operational setting.
• Experience partnering with distribution, sales, or broker/partner-facing teams in an insurance, financial services, or similar B2B2C environment.
• Experience operating in a multinational or matrixed organization, ideally within insurance or financial services.
• Strong command of English communication, both written and verbal, for reporting to senior and regional leadership.
• Proficiency with Excel, PowerPoint, and reporting/BI tools (e.g., Power BI) to analyze performance data.