Head of Customer Service

• Be part of one of the largest insurance companies in the PH
• Responsible for leading and managing the entire operations

About Our Client

This company is a leading life insurance provider in the Philippines, offering life, health, and investment-linked insurance products. It focuses on financial protection, wealth management, and customer-centric digital solutions.

Job Description

Strategic Leadership and Execution
- Develops a comprehensive strategy and operating plan, setting key actions, targets, and success metrics while ensuring necessary resources and tools align with organisational goals.
- Demonstrates strong leadership to influence strategy and decision-making across various levels and collaborates with key stakeholders to enhance customer experience.
- Implements business continuity and recovery plans to minimise customer and stakeholder disruption during down times and outages.
Operational Efficiency Management
- Manages day-to-day operations across customer centres, digital platforms, and after-sales support to meet or exceed KPIs within budget constraints.
- Oversees end-to-end customer contact processes, focusing on efficiency, reducing complaints, and enhancing customer experience.
- Leads automation and technology integration to optimize operational efficiency and cost-effectiveness, and develops workforce strategies for optimal resource allocation.
- Applies advanced industry knowledge to resolve complex cases while ensuring regulatory standards are upheld.
Business Transformation
- Advocates for customer-centric improvements, driving initiatives that enhance customer experience and coordinating resources for change programs and cross-functional projects.
- Develops and implements service strategies to enhance client satisfaction, optimize costs, and improve Customer Satisfaction and Net Promoter Scores.
- Utilizes analytical tools to extract insights from digital data, providing regular performance reports on key metrics like website traffic, engagement, and conversions.
Digital Acumen
- Keeps up with emerging technologies to enhance operational and service efficiencies, analyzes competitors' digital strategies, and identifies market trends for strategic recommendations.
- Collaborates with IT and other departments to implement effective digital solutions.
High-Performing People
- Leads and motivates the Customer Engagement team to foster a high-performance culture, setting clear goals and coaching for success.
- Defines roles and requirements across frontline operations, ensuring optimal resource planning and coverage.
Compliance
- Ensures adherence to company policies, compliance standards, and reporting requirements, maintaining open communication with the Compliance Officer to manage and report compliance matters as needed.

The Successful Applicant

- At least 15 years of experience in life insurance, with a minimum of 10 years leading day-to-day operations in a customer service center, preferably with a global scope.
- Demonstrated success in leading a service-focused operation, managing through significant growth or transformation phases.
- Proficient in quality management, data analysis, business analysis, and reporting.
- Experienced in managing teams of 50 or more members.
- Strong data analysis skills to assess ROI and support business decisions.
- Basic financial analysis expertise to identify cost-effective solutions.
- Insurance certification (ALMI or equivalent) required; Lean Six Sigma or other process improvement certification is advantageous.
- Proficient with CRM tools like Salesforce or Hub Spot.
- Excellent communication and leadership abilities to inspire and guide a dynamic service team.
- Proven ability to collaborate effectively with leaders and team members at all organisational levels to drive results.

What's on Offer

• Competitive compensation package
• Coordinate with key leaders internally & externally
• Opportunity to lead and manage the operations of Customer Centers, Back-Office Support, and online digital platforms