Operations Customer Communications Officer

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

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.

• 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

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.