Overall purpose, duties and responsibilities of the role:
The Customer Interaction Head provides strategic leadership to EWA's post acquisition operations from Policy Administration, Collections, Claims and Policy Benefits, to Customer Care. The job holder also plans and drives programs and projects that ensure the team's alignment with EWA's business priorities.
The incumbent drives the tactical and operational implementation of the company's four pillars: customer-centricity, operational excellence, being a digital insurer and a preferred employer by improving the processes and guidelines, leveraging technology maximize support to our business goals.
Duties and Responsibilities
- Evaluates and manages the effectiveness of all post-acquisition operations activities (After sales, Group admin, Collections and Claims)
- Supports the Head of Operations in developing, implementing, and reviewing a comprehensive performance management framework to manage and report the operations activities
- Defines the acceptable customer satisfaction level and turn-around-time for post-sales activities that will ensure a favorable CX journey related to post-sales transactions.
- Develops, implements, and reviews improvements of the operations procedures and processes in line with EWA's four pillars
- Creates effective and efficient pipeline management, with a strong focus on turn-around-time, cost-per-policy, and other KPIs as contracted through SLAs (internally, as well as with external service providers)
- Together with the respective EWA training function, develops, implements, and reviews a continuous training and development program aimed at the different functional operations areas, with special focus on the required levels of insurance and system knowledge, as well as company policies (especially for compliance in the operations areas like know-your-customer, anti-money laundering, etc.)
- Builds an effective leadership team for the operations functions
- Develops, implements, and reviews vendor management for the operations services that are provided through or with support of external vendors
- Manages the overall customer communications related to collections.
- Oversees activities and initiatives related to collections and designs strategy needed to ensure efficient collection process and reporting.
Essential Skills / Qualifications:
- College Graduate of any 4 or 5-year Business Management course; Post graduate BA completion or units earned, or equivalent management courses is an advantage.
- Professional training, Certifications earned in the Insurance Industry is an advantage
- Strong leader with experience in managing a team in financial services or insurance industry with people leadership capability.
- At least 8 -10 years of experience Aftersales functions required, preferably in Bancassurance/Life insurance environment
- Excellent knowledge in life insurance operations processes (individual and group life) and industry trends.
- Strength of character and communications to provide recommendations or communicate issues
- Excellent communication skills, negotiating, analytical and strategic thinking
- Strong change management capabilities, with a keen eye for the impact of change on the end-to-end capabilities of EWA
- Proven track record of building teams of experts and implementing process improvements),
- Experienced in Lean / Six Sigma and project management is highly preferred
- Ability to think out of the box and design innovative life insurance processes, using state-of-the-art technology creating a delighting customer experience
