About Our Client Our client is one of the leading life insurance companies in the Philippines located in Taguig. They offer a wide range of life insurance and investment-linked products to help individuals and families achieve financial security. They leverage their global expertise to provide comprehensive and flexible solutions. The company is committed to delivering financial protection and peace of mind to its policyholders through innovative and customer-centric services.
Job Description The key responsibilities of the Head of Customer Care:
Leads his/her own Tribe and oversees the Squad's overall performance to ensure everyone is aligned with the strategies and goals of the company.Conducts review on the resource requirement vs current resource based on actual volume and projected volume to ensure sufficient headcount is available and no overruns in terms of resources.Ability to manage issues arising within the squad/Tribe and come up with solutions to ensure there is minimal disruption to the business.Implements continuous capability development of the squad members and leadership team.Coaches, mentors, motivates, and supervises squad leads, task force leads, and project leads.Collaborates with different stakeholders for discussion of any issues, help needed, decisions, and approvals of Customer Journeys and User Stories.Develops and delivers progress reports, proposals, requirements documentation, and presentations to various audiences, including sponsors and key stakeholders.Reports all compliance matters openly and honestly to their Compliance Officer in accordance with the reporting requirements operated by the Compliance Officer.The Successful Applicant To be a successful candidate, one should possess:
Knowledge of Agile methodology, Design thinking and facilitation skills, and Project/program/portfolio management.Great in managing deliverables and removing impediments of the Agile team.Skilled in building an Agile culture through facilitation of scrum meetings.Experienced in Data Analytics.Experience in coaching project team members to strengthen their abilities and skill sets.Possess skills in Conflict Resolution.At least 5 years of experience in the insurance industry focusing on Life Operations.What's on Offer Applying for the Head of Customer Care role offers the opportunity to lead and oversee critical projects, ensuring they meet high customer standards and organizational KPIs. You'll be a key change agent, promoting agile values and fostering a culture of continuous improvement. This position allows you to develop and apply servant leadership skills, empowering your team and driving their success. You'll collaborate closely with other leaders and Scrum Masters, enhancing your professional network and cross-functional collaboration skills. Additionally, nurturing stakeholder relationships in alignment with business goals positions you as a strategic influencer within the organization, providing significant career growth opportunities.
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