Service Excellence Lead

Service Excellence LeadOperations

Purpose of the Role

As a Service Excellence Lead you will oversee the Service Delivery improvement function of the company. You will actively seek for opportunities to use technology, services to improve customer experience and drives its implementation. You will also be responsible for overall management of Service delivery for all channels (specially Bancassurance and Agency). You will initiate projects that will improve productivity, quality of work and technical knowledge of the team. Leads the Team that enriches relationships with our Customers and Distributors by addressing queries through multiple touchpoints, resolving complaints in a timely and equitable manner, providing relevant information during important policy milestones, and utilizing analytics to generate insights that drive Customer Management Strategies and Tactics.

Responsibilities of the Role

• Improvement of overall service levels for distribution
• Define, lead, and ensure the successful delivery of change to support the operational delivery to distribution team.
• Collaborate with various functions efficiently to resolve escalations and issues for distribution team.
• Delivery Productivity gains through process streamlining and digitalization.
• Measure and improve satisfaction rating of distribution team (specially Agents and FAs)
• Establish service level standards, measure, and report performance.
• Increase efficiency through competency building and improvements.
• Lead the teams that support business processes.
• Guide team of service concierge to satisfactorily close escalations by distribution.
• Recommend relevant and valuable strategies to support Company Objectives.
• Manage strategic collaboration and communication with internal/external stakeholders and functional areas.
  
  
  

Requirements for the Role

• A project management professional with experience in using business acumen to deliver solutions.
• Experience in working in a cross functional environment to source information, interact with diverse groups, and facilitate in delivering positive outcomes.
• Experience in driving key insights and analytics function.
• Experience in project, program, and process management.
• Strong people leadership including high proficiency in stakeholder and issues management.
• Demonstrate openness to new ideas as well as willingness to learn with the desire to make a difference.
• Ability to build new capabilities to meet business demand.
• Strong written and verbal communication skills with the ability to deal with senior stakeholders.
• Strong Excel and PowerPoint skills.
• Demonstrate openness to new ideas as well as willingness to learn with the desire to make a difference.
• Ability to build new capabilities to meet business demand.
• More than 10 years of experience in a related field
  
  
  

55894 | Project Management | Professional | Allianz Philippines | Full-Time | Permanent Allianz Group is one of the most trusted insurance and asset management companies in the world. Caring for our employees, their ambitions, dreams, and challenges, is what makes us a unique employer. Together we can build an environment where everyone feels empowered and has the confidence to explore, grow, and shape a better future for our customers and the world around us.

We at Allianz believe in a diverse and inclusive workforce and are proud to be an equal opportunity employer.

We encourage you to bring your whole self to work, no matter where you are from, what you look like, who you love, or what you believe in.

We, therefore, welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, disability, or sexual orientation.

Join us. Let's care for tomorrow.