Head of Customer Care
Job details
FIND YOUR 'BETTER' AT AIA We don’t simply believe in being ‘The Best’. We believe in better - because there’s no limit to how far ‘better’ can take us. We believe in empowering every one of our people to find their 'better' - in the work they do, the career they build, the life they live and the difference they make. So that together we can support even more people - including our own - to live Healthier, Longer, Better Lives. If you believe in better, we’d love to hear from you. WE ARE LOOKING FOR ..... Oversees and manages the overall functions of distribution partners relationship and Customer Care Officers under the One Philam set-up. Reporting to the Head of Customer Touchpoints Management, the role is responsible for ensuring that the company objective managing relationships with the distribution partners under the shared services agreement and objectives of the management of customer complaints are met. The roles/responsibilities are the following:
- Plans, schedules, supervises and controls work operations of different work groups in the department.
- Conducts annual, monthly, weekly and daily review meetings to ensure adherence to standards in terms of turnaround time and procedures. Conducts meetings within the department to disseminate or implement new or revised office procedures, Company rules and regulations as relayed by Management.
- Oversee VIP and Executive level escalations and approves cases as per approved limits of authorities. Participates in analysis and recommendations of cases referred to the relevant approving committees and/or Executive in charge for decision on requests for reconsideration, doubtful or exception cases.
- Reviews, edits, approves and/or signs letters, memos and documents and other correspondence to the insured, claimant, beneficiary or agent or other concerned parties pertaining to policy administration.
- Resolve customer complaints, offer viable courses or action and/or recommend handling of exceptional cases for management approval.
- Provides process owner expertise to various initiatives of the Company through attendance to requested meetings, email and phone consultations and the like.
- Plans and recommends administrative and operational changes to further improve processing and servicing and to maximize manpower utilization.
- Acts as Company representative to Insurance Commission mediation meetings and conferences and industry associations. Acts as Company witness in court litigations, particularly on claims cases.
- Evaluates job performance of employees for probationary and/or regular appointments and for performance management purposes.
- Performs other responsibilities and duties periodically assigned by supervisor in order to meet operational and/or other requirements.
- Oversee and drive initiatives based on top complaints reasons
- Education - Candidate must possess at least a Bachelor's/College Degree any field.
- With three (3) years of experience in the customer service industry. He/ she must have a track record of good interpersonal and leadership skills.
- Must be proficient in MS Office applications
- Must be organized and keen to details
- With good analytical and problem-solving skills
- Must have excellent oral and written communication skills
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