Job Description
Job Objective
This proposition is responsible to lead and supervise the customer care team in delivering exceptional service, ensuring operational efficiency, and enhancing policyholder engagement through strategic initiatives and cross-functional collaboration.
Key Roles and Responsibilities
Main Responsibilities
- Supervise daily customer care operations to meet SLAs, performance targets, and quality standards.
- Liaise with underwriting, claims, sales, and other departments to resolve cross-functional issues and ensure a seamless customer journey.
- Monitor and optimize workflows (e.g., delinquency process, MOU management) for operational efficiency.
- Promote AMI Life Extra Privileges to policyholders, ensuring comprehensive understanding of benefits.
- Organize and oversee well-being events/activities to enhance policyholder engagement and gather feedback.
- Facilitate smooth MOU processes with partners and ensure alignment on deliverables.
- Ensure transparent communication between policyholders and AMI Life.
- Lead after-sales service initiatives to elevate customer satisfaction and engagement.
- Support and implement training programs to enhance team competency in customer interactions, product knowledge, and compliance
Other Responsibilities
- Ensure timely and accurate record-keeping in the Ticketing System.
- Prepare and review customer care reports, highlighting performance metrics and trends.
- Establish, monitor, and report on KPIs to drive continuous improvement.
- Assist in budgetary control and resource planning for customer care initiatives.
- Ensure compliance with regulatory requirements and internal policies.
- Perform other related tasks as assigned by the direct superior.
Job Requirements
Experience
- Minimum 3 years of experience in customer care or related fields.
- Proven experience in supervising teams and managing day-to-day operations.
Job Description
- Background in financial institutions or insurance is preferable.
- Customer care orientation
- Financial institution and Insurance Knowledge is preferable.
Competencies
- Strong leadership and team management skills.
- Excellent communication, presentation, and interpersonal abilities.
- English Language
- Microsoft Office Environment
- Team oriented, effectively interact with peers, management and other stakeholders.
Qualifications
- University Degree in Hospitality or any Business-Related Degrees
- Relevant post graduate qualification is an added advantage
