Job Purpose:
- Drive process improvement, service quality, and innovation initiatives, while enhancing customer experience through continuous assessment and alignment with business strategies and best practices.
Accountabilities:
- Implement process management through the use of process management tools, the tracking and analysis of Quality Objectives / measurements / statistics, and the publication of service quality performance in monthly newsletter.
- Highlighting performance gaps to respective process owners for continuous improvement through root cause analysis and corrective/preventive actions.
- Conduct the review and re-engineering of work processes and procedures in all operational areas, with the aim to achieve efficient and effective work systems.
- Measure Customer Satisfaction levels through the planning, implementation and analysis of surveys and other feedback mechanism.
- Develop, maintain and monitor the Companys Document Control Centre to ensure conformance between documentation and actual practice.
- Conduct root cause analysis and propose recommendations for improvement.
- Undertake additional responsibilities or projects as assigned by management.
Qualification/Requirements:
- Bachelors Degree in related field.
- Minimum 1 year of relevant work experience.
- Preferably with experience in quality management or general insurance operations, in either an operational or consultancy role.
- Experience in process management and service quality, such as ISO standards, process mapping, customer service, or robotic process automation (RPA).
- General insurance knowledge is preferred.
Benefits:
Medical, Education Support, Dental Vision, Insurance Coverage, Car and Housing Loan Interest Subsidy, Hybrid Workplace (depends to nature of role), Birthday Leave, Long Service Award, Company Annual Dinner, Sport Club.
