About the Role
This role is responsible for the internal process and project management, conducting deep dives on BNM findings and working closely with Managers and HOD to provide effective preventative and corrective measures. The role also covers execution of complaints handling activities of the department and to ensure effective and efficient management and delivery of excellent customer service within the Customer Care department.
Roles and Responsibilities
Process and Complaints Management
- Establish and maintain Standard Operating Procedures (SOPs) for complaint handling in alignment with BNM and Customer Experience (CX) requirements.
- Disseminate updates on risk, compliance, and process changes across all levels within the Customer Care department.
- Provide recommendations and workflow designs for new processes, ensuring quality, compliance, and gap identification in existing procedures.
- Ensure consistent delivery of service excellence through effective handling of critical or ad hoc complaints via written, verbal, or face-to-face channels.
- Monitor and document complaint handling quality, ensuring adherence to internal procedures and regulatory compliance.
- Conduct root cause analysis and present complaint trends and findings to HOD, including recovery actions and case summary reports.
- Manage complex and dynamic caseloads, offering expert support to frontline staff on escalated complaints.
Projects and New Initiatives
- Lead departmental initiatives and projects aimed at complaint reduction and service quality improvement.
- Collaborate with cross-functional teams on scheduled and ad hoc projects.
- Track project progress and provide timely updates to HOD, resolving issues as they arise.
- Identify and advocate for system enhancements to improve customer service delivery.
- Ensure timely execution of project deliverables as per stakeholder and management expectations.
Other Responsibilities
- Perform additional duties as assigned by the supervisor to meet operational or strategic needs.
- Support and oversee quality measurement systems, ensuring effective monitoring, analysis, and reporting.
- Conduct regular calibration sessions with Customer Care counterparts and provide feedback on email quality and communication skills.
Minimum Job Requirements
- Excellent verbal and written communication skills, with the ability to engage internal and external stakeholders effectively.
- Proficient in Microsoft Office (Word, Excel, PowerPoint) and CRM systems.
- Degree in a related field and/or minimum of 3 years of relevant work experience in insurance/ banking industry.
- Strong commitment to customer satisfaction and service excellence.
- High integrity and ability to manage complaints under tight deadlines.
- Pleasant, patient, and friendly demeanor.
- Strong analytical and decision-making skills.
- Passionate about delivering exceptional customer experiences.
