JOB SUMMARY
- Supports Customer Centricity using business excellence framework focusing on service excellence and process excellence
- Responsible for driving complaints reduction and inculcating mindsets on the importance of putting customers first.
- Review process gaps on a holistic manner and providing recommendations for improvement by facilitating discussions amongst stakeholders to agree on best approach.
- Project management on service recovery projects by establishing objectives, setting directions for project teams, ensuring process sustainability and challenging status quo to reach a win-win situation for both AXA and customers.
JOB RESPONSIBILITIES
- Establish proper complaints governance and communication to all stakeholders on expectation on complaints handling process.
- Accountable for all complaints handling with an agreed TAT, taking a seamless approach when dealing with relevant stakeholders and deriving customer-centric solutions.
- Day to day management of formal, social, other media related complaints and unresolved cases that are escalated from Contact Centre or other stakeholders. Close loop by calling back customers for service recovery, liaise with Regulators, management of instant customer feedback.
- Accountable for all complaints related reporting and monthly complaints call listening for both local and regional stakeholders. Follow through to ensure completion of all cases are thorough and ends with a satisfactory resolution.
- Develop, communicate and implement a complaints dashboard to facilitate proper upward escalation on complaints TAT to minimizing the occurrence of slow TAT.
- Understand and Analyze complaints root causes and identify improvement projects on quick wins and bigger impact fixes to avoid similar complaints repetition.
- Ensure all complaints are reported in timely manner and prepare reports as per the following;
- Monthly reports: BNM, Regional and Local office; Compliance, Risk and Acturial.
- Quarterly: Regional (RMACC) and Local offfice (LMACC).
- Bi-annual: BNM.
- Support survey implementation and participate in generating insights that will be utilized to drive improvement projects.
REQUIREMENTS
- Minimum five (5) years of experience with proven track record in complaints handling or customer service management
- Strong understanding on complaint handling management
- Strong stakeholder management
- Strong project management skills
- Strong communication and presentation skills
- Able to work independently
- Able to work and lead a project team
- Analytical and structured
- The role requires a broad knowledge of the service life cycle, including enrollment, new business, policy owner service, commissions and claims; an understanding of service metrics and customer feedback techniques; and strong customer service, communication and analytical skills
