Operations Customer Communications Officer

6 days ago

Makati, Philippines AXA Full time
Operations Customer Communications Officer
  • Work autonomously in close coordination with process owners to manage the Operations customer communications inventory, including letter and email templates, SMS canned messages, and other correspondences triggered by customer transactions and interactions.
  • Conduct regular compliance checks to ensure team members utilize only reviewed and approved templates and messages.
  • Review and revise customer communication templates regularly to meet legal, compliance, and project requirements, considering emerging trends and changing customer expectations.
  • Collaborate with process owners and project teams to develop new customer communications as needed due to process changes, new products, or regulatory requirements.
  • Report critical errors or non-compliance issues related to customer communication templates.
  • Provide feedback to the Business Unit (BU) and supervisor on urgent findings.
  • Assist in designing, creating, and implementing quality initiatives and standards.
  • Participate in root cause analysis for high-impact or recurring customer communication issues.
  • Recommend measures to manage unacceptable variations identified through audits and service observations.
  • Serve as the expert during calibration sessions on customer and distributor communications.
  • Consolidate and profile findings related to customer correspondences, coordinating with relevant departments to resolve issues and implement controls.
  • Engage in customer experience programs to better understand customer needs and improve communication strategies.
  • Suggest enhancements to improve the overall customer experience.
  • Conduct regular updates with stakeholders on communication programs.
  • Coordinate with other departments regarding changes in guidelines or regulations affecting customer communications.
  • Manage relationships and agreements with internal and external customers.
  • Respond to escalated queries and concerns from customers and internal teams.
  • Communicate effectively with customers and stakeholders on sensitive matters.
  • Support internal employee engagement programs within Operations.

Qualifications:

  • Graduate of a 4-year degree course.
  • Minimum 2-3 years of experience managing customer communications.
  • Experience in service quality, business communications, data analysis, or business analysis.
  • Experience in reporting within a Business Unit (BU).
  • Experience in the insurance or financial industry is advantageous.

Skills:

  • Keen attention to detail and focus on quality; integrity in work.
  • Good interpersonal and communication skills (oral and written).
  • Strong problem-solving and analytical skills.
  • Ability to multitask and adapt to changing priorities.
  • Team player.
  • Proficiency in Microsoft Office (Word, Excel, PowerPoint).
  • Knowledge of Canva and related tools.
  • Ability to work independently with minimal supervision.
  • Comfortable working with data and numeracy skills.
  • Effective at engaging with people at all levels inside and outside the organization.
About the company

Axa SA is a French multinational insurance firm.

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