Senior Manager, Customer Relationship Management (Contact Center)

PURPOSE:
Lead the team to deliver the expected KPIs related thru premium renewal, reinstatement campaign, and potential surrendered.
Manage online communication (hotline, email, customer portal) to deliver customer-centricity through initiatives and daily operations (monitor performance of inbound & outbound calls as well as the call quality).
Manage the complaint handling activities to deliver the best solution to customer meanwhile contribute to prevent future issue minimize the risk/impact to company.
Participate and contribute to Operations projects/initiatives to improve the Customer Experience via hotline, email and digital platform.
KEY ACCOUNTABILITIES:
• Lead the team to deliver the expected KPIs related thru premium renewal, reinstatement, and potential surrendered.
• Accountable for Call Center KPIs and prepares corresponding reports.
• Bring Customers who are at risk of lapsing their premium payments and assisting with options to get them back on track and ensuring they have an excellent customer experience.
• Be a strong negotiator, have exceptional relationship skills, integrity and a team oriented approach to collaborate with team and others across the business on a daily basis.
• Work with relevant departments for investigation and deliver (i) the best solution for complaint handling, (ii) minimize the impact of complaint, (iii) prevent the future issues.
• Maintains and improves results by adhering to standards and guidelines; recommending improving procedures.
Other tasks as assigned.