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Mô tả công việc
Head of General Agent (GA) Customer Services Support (Assurance), Ho Chi Minh, Vietnam
This is a key company in the world pioneers of life insurance with strong attachment with Vietnam market. They are looking for Head of GA Customer Services Support to oversee operation of CS in GA offices and branch offices countrywide.
About the role:
This role is critical to drive and manage all the customer service activities in Customer Service Centers (CSCs) and GA offices countrywide. The job holder will support Head of Customer Excellence to develop and execute the Customer Retention Strategy.
Job Responsibilities:
· Drive the continual review of customer services and recommend strategies & action plans to ensure a comprehensive service strategy that supports a customer-centric organization;
· Lead continuous improvement to ensure effective frontline service delivery and customer care activities, in GA and CSCs.
· Regularly visit GA offices to provide timely supports to GAs with relation to customer service activities including continuous coaching and training to GA customer service staff to ensure the services provided through GAs are consistent and meet the company standards.
· Drive retention related activities to achieve business objectives including: premium collection, surrender conversation, maturity recapture, and orphan policy management.
· Responsible for annual planning activities of her/his function.
· Define, communicate and execute a development plan to attract and ensure career growth and success of customer service staff;
· Recruit, build and develop an engaged, competent and effective team;
· Drive implementation of robust governance (operational processes & procedures) in close consultation with local and regional Risk, Governance & Compliance guidelines and rules;
· Maintain a Quarterly Departmental Risk Register (DRR) to capture both significant and non-significant functional risks for her/his function.
· Be responsible & accountable for planning/execution of business objectives in conformity with risk management requirements and compliance with all internal and external regulations for her/his function.
Yêu cầu
Key Success Factors:
Qualifications:
University degree;
At least 5 years of experience in customer services management;
Experience in Financial service.
Skill and knowledge
· Understand Life Insurance market is an advantage;
· Strong at People development and management;
· Ability to manage conflict, pressure;
· High agility to change (innovation mindset);
· Strategic thinking and customer excellence mindset;
· Demonstrate to work across the organization and drive continuous improvement.
· Communicate well in Vietnamese and English (spoken and written)
Quyền lợi
Du Lịch
Phụ cấp
Xe đưa đón
Thưởng
Chăm sóc sức khỏe
Tăng lương
Công tác phí
Phụ cấp thâm niên
Chế độ nghỉ phép
Thông tin khác
Bằng cấp: Đại học
Độ tuổi: Không giới hạn tuổi
Hình thức: Nhân viên chính thức
Thông tin chung
- Ngày hết hạn: 27/04/2018
- Thu nhập: 60,000,000 - 70,000,000 VND
