About Our Client This company is a leading life insurance provider in the Philippines, offering life, health, and investment-linked insurance products. It focuses on financial protection, wealth management, and customer-centric digital solutions.
Job Description Strategic Leadership and ExecutionDevelops a comprehensive strategy and operating plan, setting key actions, targets, and success metrics while ensuring necessary resources and tools align with organisational goals.Demonstrates strong leadership to influence strategy and decision-making across various levels and collaborates with key stakeholders to enhance customer experience.Implements business continuity and recovery plans to minimise customer and stakeholder disruption during downtimes and outages.Operational Efficiency ManagementManages day-to-day operations across customer centres, digital platforms, and after-sales support to meet or exceed KPIs within budget constraints.Oversees end-to-end customer contact processes, focusing on efficiency, reducing complaints, and enhancing customer experience.Leads automation and technology integration to optimize operational efficiency and cost-effectiveness, and develops workforce strategies for optimal resource allocation.Applies advanced industry knowledge to resolve complex cases while ensuring regulatory standards are upheld.Business TransformationAdvocates for customer-centric improvements, driving initiatives that enhance customer experience and coordinating resources for change programs and cross-functional projects.Develops and implements service strategies to enhance client satisfaction, optimize costs, and improve Customer Satisfaction and Net Promoter Scores.Utilizes analytical tools to extract insights from digital data, providing regular performance reports on key metrics like website traffic, engagement, and conversions.Digital AcumenKeeps up with emerging technologies to enhance operational and service efficiencies, analyzes competitors' digital strategies, and identifies market trends for strategic recommendations.Collaborates with IT and other departments to implement effective digital solutions.High-Performing PeopleLeads and motivates the Customer Engagement team to foster a high-performance culture, setting clear goals and coaching for success.Defines roles and requirements across frontline operations, ensuring optimal resource planning and coverage.ComplianceEnsures adherence to company policies, compliance standards, and reporting requirements, maintaining open communication with the Compliance Officer to manage and report compliance matters as needed.The Successful Applicant At least 15 years of experience in life insurance, with a minimum of 10 years leading day-to-day operations in a customer service center, preferably with a global scope.Demonstrated success in leading a service-focused operation, managing through significant growth or transformation phases.Proficient in quality management, data analysis, business analysis, and reporting.Experienced in managing teams of 50 or more members.Strong data analysis skills to assess ROI and support business decisions.Basic financial analysis expertise to identify cost-effective solutions.Insurance certification (ALMI or equivalent) required; Lean Six Sigma or other process improvement certification is advantageous.Proficient with CRM tools like Salesforce or Hub Spot.Excellent communication and leadership abilities to inspire and guide a dynamic service team.Proven ability to collaborate effectively with leaders and team members at all organisational levels to drive results.What's on Offer Competitive compensation packageCoordinate with key leaders internally & externallyOpportunity to lead and manage the operations of Customer Centers, Back-Office Support, and online digital platforms
#J-18808-Ljbffr