Operations Customer Communications Officer

4 weeks ago

Makati City, National Capital Region, Philippines AXA Group Full time
  • Working autonomous in close coordination with process owners in managing Operations customer communications inventory of letter and email templates, SMS canned messages and other correspondences triggered by customer transactions and interactions.
  • Conduct regular compliance to ensure team members are utilizing only reviewed and approved letter and email templates, and approved SMS and chat templates in customer correspondences.
  • Regular review and revising of customer communications templates in accordance with legal and compliance requirements, required by projects and other initiatives, from emerging trends on changing business and customer requirements and expectations.
  • Work with process owners and or Operations project teams in developing new customer communications that may be required due to changes in processes, new products or additional new product features, or due to requirements required by regulatory bodies or by business or customer needs.
  • Report critical errors or non-compliance to approved customer communications templates.
  • Provide feedback to the BU and the immediate supervisor on urgent findings.
  • Assist in designing, creating, and implementing quality initiatives and standards.
  • Assist the immediate supervisor in conducting a deep-dive on findings to arrive at the root cause, especially on highly visible, high-impact, or recurring issues related to customer communications.
  • Make recommendations to the BU to manage unacceptable variation, as a result of compliance audits and service observes delivered in customer and distributor handling business units.
  • Act as the expert during calibrations covering customer and distributor handling communications.
  • Consolidate reported and escalated findings related to customer correspondences from clients and distributors, and profile and coordinate with the BU and other departments to resolve and put in place appropriate controls; assist in monitoring action plans and timelines
  • Participate in customer experience programs to understand customer needs and expectations related to customer communications
  • Make recommendations on enhancements to improve the overall customer experience
  • Conduct regular program updates with stakeholders.
  • Regularly coordinate with other departments on changes in guidelines or regulations related to Operations Customer Communications
  • Manage relationships and agreements with internal/external customers
  • Respond to escalated queries/concerns from customers, internal and external
  • Communicate with customers and other parties on sensitive matters in a timely and effective manner.
  • Support in overall Operations internal people engagement programs
Your Profile

Graduate of a 4-year degree course

Relevant Experience

  • Minimum 2-3 years' work experience related to functions managing customer communications.
  • Experience in service quality, business communications, data, and/or business analysis
  • Experience in (BU) reporting

Experience working in Insurance industry or financial industry is an advantage.

  • Keen to details and focus on quality; works with integrity
  • Good interpersonal skills
  • Excellent communication skills (oral and written)
  • Presentation skills
  • Strong problem-solving and analytical skills
  • Strong time management skills
  • Ability to adapt and multitask
  • A team player

Works with less supervision

  • Must be proficient with Microsoft Office (Word, Excel, Powerpoint)
  • Knowledge in CANVA and other related tools
  • Can work with very minimal supervision
  • Can work with data; numerate
  • Must be able to effectively deal with people at all levels inside and outside of the Company

About AXA

A global leader in insurance and investments, AXA takes care of 103 million lives in 64 countries worldwide. We actively invest in pioneering and personalized solutions to meet your ever-changing needs and exceed your expectations. In the Philippines, we are in partnership with Metrobank, one of the country's strongest banks.


About the Entity

Established in 1999, AXA Philippines is one of the largest and fastest growing life insurance companies in the country. It offers financial security to more than one million individuals through its group and individual life insurance as well as general insurance products through its subsidiary Charter Ping An.

AXA Philippines is one of the first to introduce bancassurance operations in the country, and is among the pioneers in the investment-linked insurance sector.

AXA now offers a complete range of products for all its customers' insurance and financial protection needs, including savings and investments, health plans, income protection, and health coverage; and through its general insurance subsidiary Charter Ping An Insurance Corporation: fire, motor car, marine cargo, personal accident, bonds, casualty, and engineering insurance products.

AXA Philippines closed 2017 with P26.4 billion in total premium income and P5.7 billion in gross written premiums from Charter Ping An. Today, AXA has more than 4,000 financial advisers in 36 branches, and 700 financial executives in over 900 Metrobank and PSBank branches nationwide. Charter Ping An, on the other hand, has 22 branches nationwide and 2,007 agents.

AXA Philippines is a joint venture between the AXA Group, headquartered in France, and the Metrobank Group, one of the largest financial conglomerates in the Philippines.

The Metrobank Group is a conglomerate of industry-leading businesses that includes First Metro Investment Corporation, Metrobank Credit Cards, Federal Land, Toyota, and Manila Doctors Hospital. It was hailed Best Bank in the Philippines in 2010, 2011, and 2012 by Euromoney and recognized as the strongest bank in the Philippines by The Asian Banker in 2013. It is owned by the Ty Family whose major business interests include financial services, real estate development, power, and manufacturing.


What We Offer
Please visit for more information.

  • Operations | Plant Manager

    2 weeks ago

    Makati City, National Capital Region, Philippines EcoPlanet Green Operations GmbH Full time

    The Plant Operations Manager functions on behalf of the company in the proper management of specific company-owned/third-party operated LPG plants and third-party owned/third-party operated LPG plants in terms of HSSE, business controls, operational efficiency and enforcement of stipulations indicated in various contracts related to these...

  • Operations Officer

    2 weeks ago

    Makati City, National Capital Region, Philippines Eight Arms Agency, Inc Full time

    Operations Officer Responsibilities:Reporting to the Chief Operating Officer about company processes and procedures.Developing company policies and ensuring compliance.Improving business functionality to align with core business objectives.Planning and managing projects and contributing to product innovation.Tracking operational costs toward maintaining...

  • Liason Communication Officer

    2 weeks ago

    Makati City, National Capital Region, Philippines S&L FINE FOODS, INC. Full time

    The Liason Communication Officer is primarily responsible for the processing of transactions at the Local Government Agencies.Acts as a liaising representative of the company to all government offices, agencies, and all other related external entities for licenses, permits, certifications, and accreditations.Processing of transactions mainly at the following...

  • Operations Officer

    2 weeks ago

    Makati City, National Capital Region, Philippines MedGrocer Full time

    Opportunity Expired MedGrocer's digitally-enabled "medicine-as-a-service" platforms are used by hundreds of employers and pharma companies. MedGrocer's digitally-enabled "medicine-as-a-service" platforms are used by hundreds of employers and pharma companies. Our end-to-end medicine/vaccine programs, telehealth services, and onsite medical staff serve a...

  • Chief Operating Officer

    2 weeks ago

    Makati City, National Capital Region, Philippines Michael Page Full time

    About Our Client Our client is a privately owned BPO / Outsourcing provider that is currently expanding it's operations. Job Description The Chief Operating Officer will be based in Manila and will be able & willing to travel domestically and internationally, especially in the short term as new sites are opened.Other key initiatives:Working with the CEO &...

  • Chief Operating Officer

    2 weeks ago

    Makati City, National Capital Region, Philippines Digital Consulting PH Full time

    Work Set up: TBD Work Shift: Monday to Friday, 12:00 AM - 9:00 AM PHTThe Chief Operating Officer (COO) is a key member of the senior management team, responsible for overseeing the daily operations of the company. The COO ensures that the business operations are efficient and effective, aligning all processes and activities with the company's strategic...

  • Customer Service Officer

    2 weeks ago

    Makati City, National Capital Region, Philippines BDO Unibank Full time

    Select how often (in days) to receive an alert: Business Unit: Institutional Banking Group Department: Operations Customer Service Officer (Japanese Speaking)The responsibilities we will trust you with:Providing customer service support through inbound callsHandling problems to establish complaint resolutions, standards, and processesYour qualifications...

  • Operations Officer

    2 weeks ago

    Makati City, National Capital Region, Philippines Bank of the Philippine Islands (BPI) Full time

    The Operations Officer ensures the performance of the necessary activities and reports to manage non-performing loans, and accounts under Items in Litigation through sending demand letters, settlement negotiation, and timely referral for field collection and/or legal action (annulment, HLURB, corporate rehabilitation case) of non-performing loans)Major...

  • Communications Officer

    2 weeks ago

    Quezon City, National Capital Region, Philippines WWF-Philippines Full time

    The WWF is run at a local level by the following offices... Brand and Innovative Marketing (BIM) Partnerships Officer DETAILS Reports to: Corporate Partnerships ManagerWORKS WITHInternal: Within WWF Philippines, this post reports to the Corporate Partnerships Manager and the Head for Resource Generation and Partnerships; Works in coordination with Corporate...

  • Chief Operating Officer

    2 weeks ago

    Makati City, National Capital Region, Philippines KSearch Asia Consulting, Inc. Full time

    The company is the world's leading classical music record label.JOB DESCRIPTIONIT Strategy and IT Organization1. Devise and establish IT strategies, policies, plans and systems to support the overall goals set by senior management and international business owners2. Define the Manila IT organization structure, roles and responsibilities, and job...

  • Community Manager

    2 weeks ago

    Makati City, National Capital Region, Philippines Alida Full time

    In this client-facingCommunity Engagementrole, you will support the engagement and health of communities by executing our Premier Community Management Program which involves a variety of projects for our clients using our SaaS platforms within the Managed Services team. Our clients depend on Alida for timely and accurate delivery of program components to...

  • Analyst - T&S Credit Underwriting

    6 days ago

    Makati City, National Capital Region, Philippines Shell Business Operations Full time

    Job Purpose Being part of a team of Credit Analysts, who undertake all regular (often daily) Credit Activities including:Credit Assessments, performing robust quantitative and qualitative analysis of the counterparties Shell trades with to confirm and recommend Credit Ratings, Credit Limits and terms. Regular Credit Operations, an important part of the...

  • Controls Assurance Specialist

    2 weeks ago

    Makati City, National Capital Region, Philippines Shell Business Operations Full time

    Shell Business Operations (SBO) Manila forms the operational backbone of business processes that help deliver Shell's business solutions across the globe. We are focused on driving excellent corporate performance in Finance, Human Resources, Customer Service, Order-to-Delivery, and Contracting and Procurement. Diversity is key at SBO Manila, and our...

  • Controls Assurance Specialist

    1 week ago

    Makati City, National Capital Region, Philippines Shell Business Operations Full time

    Shell Business Operations (SBO) Manila forms the operational backbone of business processes that help deliver Shell's business solutions across the globe. We are focused on driving excellent corporate performance in Finance, Human Resources, Customer Service, Order-to-Delivery, and Contracting and Procurement. Diversity is key at SBO Manila, and our...

  • Controls Assurance Specialist

    4 weeks ago

    Makati City, National Capital Region, Philippines Shell Business Operations Full time

    Shell Business Operations (SBO) Manila forms the operational backbone of business processes that help deliver Shell's business solutions across the globe. We are focused on driving excellent corporate performance in Finance, Human Resources, Customer Service, Order-to-Delivery, and Contracting and Procurement. Diversity is key at SBO Manila, and our...

  • Controls Assurance Specialist

    1 month ago

    Makati City, National Capital Region, Philippines Shell Business Operations Full time

    Shell Business Operations (SBO) Manila forms the operational backbone of business processes that help deliver Shell's business solutions across the globe. We are focused on driving excellent corporate performance in Finance, Human Resources, Customer Service, Order-to-Delivery, and Contracting and Procurement. Diversity is key at SBO Manila, and our...

  • Treasury Service Implementation Consultant

    2 weeks ago

    Makati City, National Capital Region, Philippines Smart Communications group Full time

    Job Details: Treasury Service Implementation ConsultantFull details of the job. Vacancy Name Vacancy Name Treasury Service Implementation Consultant Vacancy No Vacancy No VN3110 Employment Type Employment Type Full Time Work Place Work Place Hybrid Location City Location Country Location Country Philippines Secondary Country Role Pitch Role...

  • Joint Venture BTC Specialist

    2 months ago

    Makati City, National Capital Region, Philippines Shell Business Operations Full time

    Job Purpose This role is responsible in performing day to day operational requirements for Upstream Joint Venture Accounting (JVA) Latin America for Shell Operated and Non- Operated JV assets, with the following primary accountabilities:Ensure cash calls are within the approved budget and appropriately booked in the rightful cost element,Ensuring that cash...

  • Communications and Channels Officer

    2 weeks ago

    Mandaluyong City, National Capital Region, Philippines BDO Unibank Full time

    Select how often (in days) to receive an alert: Mandaluyong City, National Capital Region, PH Business Unit: BDO Network Bank, Inc. Department: Job Summary: Responsible for assisting the Communications and Channels Lead, in the development, implementation and evaluation of assigned marketing and communications campaigns and projects. Ensures that all...

  • Account Officer

    2 weeks ago

    Makati City, National Capital Region, Philippines John Clements Japan Desk (PERSOL PHILIPPINES) Full time

    This position is responsible in marketing, credit and remedial officer and, as such, is responsible for generating and maintaining a profitable relationship with target customers.Requirements:Graduate of Management, Business, Finance, Economics, or any related discipline. At least 2-3 years experience in account management preferably as an Account/Sales...