Head, Customer Care (GETB)

Reporting to the Chief Operations Officer, this role is to lead and manage front-line Customer Service team to support enquiries, complaints & communications from/to Customers & Agents in relations to all company’s products & campaigns, services, claims, solutions, etc. and ensure team meet the service level & quality KPIs target to achieve the best customer experience. The incumbent is also required to lead and manage the Backend Certificate Service Processing team, which consists of  all servicing functions as well as Suspense Management, ensure team meet the service level & quality KPIs target to achieve the best customer experience.

Key responsibilities include:

• Leads and manages the operations and service delivery, resources and capacity planning of Certificate Servicing (CES), and Customer Service (CS) which includes all CS Touch Points such as Call Centre (inbound and outbound call including Welcome Call), Customer Correspondence Unit, Customer Feedback Unit, Internet Correspondence Module (ICM), Replacement of Certificate (ROC), Walk in Customer/Agent.
• Ensures team deliver and achieve all the Service Level and Quality targets according to Department/Company stipulated KPIs, e.g. Customer Satisfaction Score (CSAT), Quality Check (QC) Results, and so on.
• Manages all outsourcing services vendors including GELM, regularly monitor and assess performance.
• Elevates Customer Experience, via Net Promoter Score (NPS) - VOC/VOD feedback loop mechanism to identify service gaps, and implement action plans for improvement.
• Owns/Leads/Drives strategic initiatives and activities to improve Customer/Agents Experience and achieve operational efficiency, this includes active participation in new products implementation (for example, process/system readiness, collaterals review, etc), business/functional process streamlining, digitalisation and automation, to support company's business strategy plan & business objectives.
• Identifies and develops successors to build leadership pipeline.
• Prepares regular & ad hoc reports, performs analytics and provides insights to help organisation make data-driven decisions, optimize processes, and improve overall performance.
• Ensures team and all processes under CS operate in line with Risk, Compliance & Governance requirements.
• Ensure timely and accurate submission of incident reporting and follow up action by CS & CES Unit Heads.
• As part of the leadership team, works with key stakeholders to proactively shape the organisation’s culture and conduct environment that is aligned to the organization’s Core Values
• Champions culture and conduct behavioral expectations within the Department/Division
• Takes accountability in considering business and regulatory compliance risks and takes appropriate steps to mitigate the risks.
• Maintains awareness of industry trends on regulatory compliance, emerging threats and technologies in order to understand the risk and better safeguard the company.
• Highlights any potential concerns /risks and proactively shares best risk management practices.

• A basic degree with at least 10 years of working experience in life insurance/Takaful environment, possess in-depth knowledge of the different insurance products (and their functionalities / technicalities) and operational processes.
• Great leadership and results oriented, with excellent communication/influential skills to motivate and develop others, to drive results and elevate customer experience.
• Proactive, strong business acumen, sense of ownership and urgency. Challenge status quo and versatile to embrace change for improvement.
• Customer focused with excellent problem-solving skills, the ability to work with a positive attitude & excel under pressure.
• Possess good analytical skill and forward-looking ability to strive for excellence.       
• Able to articulate and proficient in written and spoken English.