The opportunity
Strategic leadership of an Operations group with focus on creating an efficient organization that delivers "World Class" service to our clients while mitigating risk to the firm.
Responsibilities
- To manage Customer Service & Customer Care (Call Center & Complaint handling) nationwide to ensure that the team performs their duties well and consistently at high service quality and efficiency.
- Compliment from customers and sales forces; minimum numbers of complaints.
- Responsible for providing training, coaching & developing staff; coach and develop staff for customer service, call center, complaint handling to make sure the services are delivered consistently with high quality & encourage staff engagement as well.
- To manage all the SLA & TAT and align with business objectives to ensure great external customer service experience.
- To initiate new ideas and drive for implementation in order to deliver the excellent service to customer from engagement and during policy life cycle to improve customer retention. customer satisfaction and promote the company image & brand.
- To work with all related department and focal point to do research for new digital technology transforming, new products & services/ projects and enhancements including providing business rules and support testing.
- Strengthen risk management, compliance, and self- monitoring.
What motivates you?
- You obsess about customers, listen, engage and act for their benefit.
- You think big, with curiosity to discover ways to use your agile approach and enable business outcomes.
- You thrive in teams and enjoy getting things done together.
- You take ownership and build solutions, focusing on what matters.
- You do what is right, work with integrity and speak up.
- You share your humanity, helping us build a diverse and inclusive work environment for everyone.
What we are looking for
- BA designation, along with insurance industry experience is preferred.
- Excellent communication both verbally and in writing.
- Understanding of business culture and behavior.
- Good management & Leadership skills
- Strong problem-solving and analytical skills
- Results oriented, with the ability to manage competing priorities and projects.
What can we offer you?
- A competitive salary and benefits packages.
- A growth trajectory that extends upward and outward, encouraging you to follow your passions and learn new skills.
- A focus on growing your career path with us.
- Flexible work policies and strong work-life balance.
- Professional development and leadership opportunities.
Our commitment to you
- Values-first culture
We lead with our Values every day and bring them to life together.
- Boundless opportunity
We create opportunities to learn and grow at every stage of your career.
- Continuous innovation
We invite you to help redefine the future of financial services.
- Delivering the promise of Diversity, Equity and Inclusion
We foster an inclusive workplace where everyone thrives.
- Championing Corporate Citizenship
We build a business that benefits all stakeholders and has a positive social and environmental impact