Customer Service Manager

General Information

Location

Ha Noi, Viet Nam

Working Schedule

Full-Time

Work Arrangement

In Office

Travel Required

25%

Relocation Assistance Available

No

Posted Date

23-Jun-2026

Job ID

18666

Description and Requirements

Job purpose:

Responsible for leading and overseeing end-to-end Customer Service operations, including Customer Service Center, Customer Complaint Handling, and Operations Excellence, to ensure high service quality, operational efficiency, and compliance with defined processes, standards, and regulations-ultimately enhancing customer experience and supporting business objectives.

Key duties/Responsibilities:

• Lead and drive end-to-end Customer Service operations, including Customer Service Center, Customer Care, Complaint Handling, and Operations Excellence, delivering seamless and high-quality customer experiences
• Champion customer experience excellence, continuously enhancing service quality across all channels and ensuring timely, effective resolution of customer needs
• Design and strengthen governance frameworks, including policies, procedures, controls, and risk management to ensure operational efficiency and regulatory compliance
• Own operational performance, managing KPIs and leading continuous improvement initiatives to enhance productivity, efficiency, and cost optimization
• Elevate complaint management practices, driving root cause analysis, quality assurance, and proactive actions to improve customer satisfaction and trust
• Partner with business and distribution teams, including bancassurance channels and strategic banking partners, to optimize frontline customer journeys and service processes
• Deliver actionable insights to leadership, providing data-driven recommendations to support strategic decisions and operational excellence
• Build and inspire high-performing teams, developing strong capabilities in customer service, complaint management, and operations excellence
• Contribute to business growth, driving customer retention, persistency, and long-term customer value creation.

Qualifications

• From 5 years of experience in insurance, financial services, or telecommunications with leadership exposure
• Strong understanding of customer service operations and multi-channel service models
• Solid knowledge of insurance operations, policy administration, and customer retention initiatives
• Proven leadership skills with ability to inspire, develop, and drive high-performing teams
• Strong analytical mindset with focus on continuous improvement and customer-centricity

About MetLife

Recognized on Fortune magazine\''s list of the "World\''s Most Admired Companies" and Fortune World's 25 Best Workplaces, MetLife, through its subsidiaries and affiliates, is one of the world's leading financial services companies; providing insurance, annuities, employee benefits and asset management to individual and institutional customers. With operations in more than 40 markets, we hold leading positions in the United States, Latin America, Asia, Europe, and the Middle East.

As part of our New Frontier strategy, MetLife is building an AI-enabled, people-centered future. We're looking for people who bring curiosity, adaptability, and a growth mindset as we use AI to enhance how we serve customers, support communities, and evolve the way work gets done. At MetLife, AI is a responsible partner that supports human judgment, creativity, and continuous improvement while helping us build trust, inclusion, and long-term value.

Our purpose is simple - to help our colleagues, customers, communities, and the world at large create a more confident future. United by purpose and guided by our core values - Win Together, Do the Right Thing, Deliver Impact Over Activity, and Think Ahead - we're inspired to transform the next century in financial services. At MetLife, it's #AllTogetherPossible. Join us!

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