Standard & Methods Officer

Standards and Governance Monitoring

• Develop, implement, and enforce governance standards, ensuring alignment with governance principles and operational goals

• Conduct quality and experience audit to ensure compliance with CX design principles, regulatory requirements and best practices.

• Define, document, and improve workflows to enhance the efficiency, effectiveness, and customer-centricity of customer experience delivery

• Support initiatives for process automation and digital transformation in collaboration with IT and process engineering teams to drive operational improvements

Operational Excellence & Methodology Standardization

• Establish standard operating procedures (SOPs) and methods for teams to follow, ensuring consistency in customer interactions and operational efficiency.

• Work with cross-functional teams to document workflows, define methodologies, and integrate these into the operational systems to ensure smooth execution of customer experience processes.

• Identify and implement system improvements to increase the scalability of operations and customer service delivery
• Ensures SOPs, policies and procedures are up-to-date, version-controlled and aligned with regulatory changes

Root Cause Analysis and Resolutions

• Oversee that the RCA (root cause analysis) insights are embedded in operations improvements, conduct thorough investigations into operational issues and lead in developing and implementing corrective actions based on findings to prevent future occurrences (Next Issue Avoidance)

• Partner with Operations leaders to ensure escalations are managed with both speed and quality

• Drive accountability for resolution metrics, escalation handling, and customer satisfaction in complaints management (in collaboration with Complaints Management Team)
• Integrate incident learnings into risk assessment and process improvements

Measurement and Reporting

• Prepares, validates and maintains operational reports with high accuracy.

• Performs data analysis to identify trends, inefficiencies or risk.

• Publish regular reports highlighting risk themes, service recovery patterns, and opportunities for improvement

• Support business units with adhoc analyses and reporting request

  Continuous Improvement Culture

• Foster a culture of collaboration, transparency, and continuous improvement across the organization

• Assist in process reviews and contributes to streamlining activities

• Identify, document findings and proactively address impediments to process excellence

• Implement a robust feedback loop to gather insights from customers and agents for ongoing improvement and innovation

• Drive the culture of "no customer left behind" by institutionalizing rules that protect customer rights and consistent service experiences

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Education and Experience

• Bachelor's degree in Business, Insurance, Operations, or related field
• At least 6 years in insurance operations, governance, or CX-related fields
• Experience in implementing or overseeing governance frameworks within claims, customer service, underwriting, or complaints functions
• Procifient in excel. Macro programming (plus)

• Background in PowerBi or other data management tool (plus)

• Must have LOMA Certification

Skills and Competencies

• Strong policy enforcement, decision-making, and stakeholder negotiation skills
• Adept at navigating ambiguity and influencing operational leaders
• Data-driven and detail-oriented, with strong reporting and root cause analysis skills
• Empathetic but firm communicator who can coach across levels with credibility

Personal Attributes

• Customer-focused and innovative thinker with a passion for delivering exceptional experiences
• Proactive and strategic, with the ability to anticipate future customer needs and industry trends
• Collaborative and adaptable, thriving in fast-paced and evolving environments

• Analytical and detail-oriented, with a commitment to continuous improvement

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.

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.