Business Relationship Executive

5 hours ago

Binondo Metro Manila, Philippines Malayan Insurance Co., Inc. (MICO) Full time ₱1,200,000 - ₱2,400,000 per year

About the role

The Busness Relationship Executive is fundamentally responsible for supporting the Customer Experience (CX) Manager in strategic functions, maintaining seamless CX Center operations, and ensuring a consistent and positive customer experience across all physical and digital touchpoints.

Core Responsibilities:

  1. Strategic Support: Assist the CX Manager in various strategic functions.

  2. CX Center Management: Maintain and improve CX Center operations, attend to urgent matters (8/7 coverage), and supervise CX Center Specialists, including monitoring client check-in calls.

  3. Service Improvement: Handle customer complaints, evaluate events/activities, and, after validation with the Quality Management Division (QMD), provide essential recommendations to prevent similar challenges in the future.

  4. Standardization: Ensure that the "look and feel" and facilities of all CX Centers and Malayan branches/offices are uniformly arranged to provide a consistent positive experience for walk-in customers.

Key Duties and Responsibilities

A. Complaints Resolution and Customer Feedback Management

  1. Complaint Management: Track, manage, and resolve escalated customer complaints promptly, ensuring closure within or before the standard Turnaround Time (TAT). This involves responding directly to customers or collaborating with internal point persons. All complaints must be tracked using the shared CX team tool.

  2. Regulatory Compliance: Prepare and submit necessary reports to the Insurance Commission, complying with the Consumer Assistance Management System (CAMS) under RA 11765.

  3. Service Recovery: Implement the Service Recovery program in collaboration with Account Executives (AEs) and Branch Managers (BMs), co-leading this effort with the CX Manager. Monitor compliance with guidelines and report any deviations to the CX Manager.

  4. Coaching and Training: Urgently call out improper customer service behaviors exhibited by frontliners and, as needed, facilitate practical training on CX standards. Practical training focused on personality development, initiating small talk, and excellent CX can be co-facilitated with Learning & Development (L&D).

  5. Innovation and Principle: Continuously innovate, stay informed of CX trends, and apply the science of emotional quotient for effective communication. Integrate customer experience trends into existing practices, always guided by the core purpose of the business.

B. CX Standardization and Reporting

  1. Facility Monitoring: Regularly visit CX centers across HO/Luzon, Visayas, and Mindanao to monitor the consistent "look and feel." Recommend improvements for all customer touchpoints and ensure basic facilities in branches and identified Metro Manila business centers are fully functional. Identify improvements to ensure a pleasant first-hand impression for both walk-in and digitally engaged customers.

  2. Partner Coordination: Coordinate with external partners (e.g., roadside assistance, telemedicine, YGC affiliates) to ensure service excellence.

  3. Compliance: Ensure all key stakeholders, including guards and janitors, comply with "CX Dapat" standards.

  4. Reporting: Report regularly to the CX Manager with documented references. Integrate a summary of complaint resolutions into the report to provide a complete view of Customer Feedback management.

Other Responsibilities

* Adhere to Malayan Core Values.

* Commit to being guided by the Malayan Mission Statements and Vision.

* Perform other functions delegated by superiors.

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