Manager, Digital Customer Services (Techcom Life)

Job Purpose

'- Ensure to follow the development strategy of the online life insurance product business and the orientation of Techcom Life.

- Control and develop VIP/Special Customer care activities at Techcom Life for customers through the network of business partners on a modern and advanced technology platform.

Key Accountabilities (1)

1. In charge of the customer service department, managing and planning the department's development according to the company orientation in each period:

• Building, developing and improving systems to serve the work of taking care of Customers, focusing on consulting and applying technology, automated management systems... to optimize system performance and maximize the productivity of departmental staff.

• Building and developing systems according to the FinTech orientation

• Participating in building and proposing company's system development plans, in line with the company orientation in each period

• Proposing online customer care programs and policies

• Collecting information, consulting for product development departments about the market, customers, competitors

• Coordinating with other departments to develop policies, regulations, processes, and instructions on the operations of the whole company

Key Accountabilities (2)

2. Operational and service quality management

- Monitor the performance of the customer service team, ensure compliance with SLAs, processes and quality standards.

- Analyze CSAT, NPS, churn rate data to evaluate service effectiveness and propose improvements.

- Handle complex complaints, sensitive situations or situations that may affect the company's reputation.

- Work with relevant departments to resolve inter-departmental issues, ensuring a seamless customer experience.

Key Accountabilities (3)

3.People management

Attract, onboard and retain the right talents for a high-performing team

Communicate team and individual KRAs/ KPIs, goals, action plan, expectations and results to team members

Manage team performance & provide feedback regularly (following the annual performance management cycle);

Enable team member’s professional and personal development through capability assessment, training, coaching & feedback, etc.

Motivate and recognize team members’ contributions towards the team’s shared goals

Responsible for developing talents within the team

Act as a role model and promote corporate culture at sub-function level

Understand & communicate relevant HR offerings to team members.

Key Relationships - Direct Manager

Senior Manager/Director/Head, Customer Service

Key Relationships - Direct Reports

Key Relationships - Internal Stakeholders

Related divisions in company

Key Relationships - External Stakeholders

Insurance Agents / Financial Consultants, External Service Providers, Government Regulators, Industry Associations / Consumer Protection Organizations

Success Profile - Qualification and Experiences

Degree/Professional:

- Possess a university degree or higher in one of the majors in finance, banking or economics.

- Having a certificate of insurance, customer services

Experience

- Experience in driving digital transformation within Customer Service or implementing AI solutions in Customer Service.

- Professional experience: Preferably have worked for more than 8 years in insurances, banking, finance, customer care in the areas of operation/product/customer service quality management.

- Management experience: Preferably having more than 04 years of experience in management and administration.

- Business English standard proficiency as required for the role.