Head Customer Excellence and Solutions

Roles & Responsibilities:

• Lead and manage the Customer Retention & Excellence and Customer Solutions team, ensuring effective management of certificate servicing and project delivery.
• Develop and implement strategies to optimize policy/certificate servicing processes, streamline operations, and enhance efficiency.
• Use technology and automation to streamline servicing operations.
• Oversee day to day operations of certificate servicing, to ensure compliance with regulatory requirements and internal policies.
• Provide leadership and direction to the Customer Solutions team, ensuring high-quality of project delivery.
• Collaborate with cross-functional teams to drive process improvements and enhance the overall customer experience, ensuring high-quality service delivery and resolution of customer inquiries and issues.
• Monitor key performance indicators (KPIs), NPS scores and TAT related to Customer Retention & Excellence and take proactive measures to address any performance gaps.
• Stay updated on industry trends, regulatory changes, and best practices related to policy/certificate servicing and customer service and implement necessary adjustments to ensure compliance and operational excellence.
• Act as a liaison with internal stakeholders, external parties, and regulatory authorities as required.

Job Requirements:

• Bachelor's degree in business administration, Finance, or a related field.
• Proven experience in Policy/Certificate Servicing and Project Delivery, with a minimum of 10 years in a leadership role.
• Strong understanding of life insurance industry regulations, policies, and procedures.
• Excellent leadership, communication, and interpersonal skills.

How to Apply: Interested candidates should submit their resume and cover letter to via Jobstreet or email to jesse@asiarecruit.com.my