Overview:
To set strategic direction and oversee management of customer service, call center and complaint management center to improve customer experience, alignment to corporate strategy, regulations & service standards, and to build long-term of customer trust, satisfaction and loyalty. Also accountable for promoting/ leveraging adoption of innovation, technology and data-driven approach within unit.
Key responsibilities:
- Strategic Leadership & Governance
- Set strategy of customer experience and service operations to be aligned with corporate direction.
- Set policy, standards and service frameworks for customer service, call center and compliant management team.
- Ensure the operations are in alignment to regulations and risk management principal.
- Customer Service Operations
- Oversee and ensure excellent end-to-end customer journey.
- Smooth and effective collaboration with related internal and external parties.
- Call Center Management
- Oversee the operations of call center in all channels (inbound, outbound, digital channels)
- Set KPI and SLA to ensure effectiveness and efficiency of unit (e.g. service level, AHT, FCR, customer satisfaction).
- Manage both inhouse & vendor/outsource in term of capacity planning, workforce management.
- Explore and promote adoption of innovation & technology within unit e.g. CRM tool, IVR, Chatbot, AI to improve service efficiency and quality.
- Complaint Management & Customer Advocacy
- Manage end-to-end process of customer complaint management to ensure fairness, transparency and timely according to SLA.
- Summarize major cases/ findings to senior managements including recommendation for improvements.
- Represent as a customer advocate to summarize root-cause analysis and drive systematic improvement within organization.
Qualification:
- Holding a bachelor's degree or higher.
- Minimum 10-year working experience in Life or Non-Life insurance industry, with at least 5-year in senior/ strategic management role related to customer/ agent/ policy owner services.
- Hands-on experience in management large team size with multi-layers.
- Strategic thinker, customer obsession, with innovative mindset.
- Effective communication, negotiation, persuasion and stakeholder management skills.
