Head of Operation CX

1 day ago

Petaling Jaya, Selangor, Malaysia Hong Leong Assurance Berhad Full time 120,000 - 240,000 per year

Job Descriptions:

  • Oversee performance metrics, SLA adherence, and TAT compliance across customer service touchpoints.
  • Lead initiatives to enhance digital adoption amongst customers and agents that contact customer touch points - walk in, call and email.
  • Ensure adherence to audit and compliance requirements, identifying and addressing any gaps.
  • Resolve escalations raised by staff, agents, Exco members, and AD with effective solutions and timely communication.
  • Drive branch transformation plans focusing on digitalization, cashless operations, and staff capability development.
  • Spearhead HLA 360 modernization initiatives and strengthen operational controls within the portal.
  • Oversee the development and operational readiness of the corporate client portal to enhance client engagement.
  • Analyze NPS findings from customer service channels and implement actionable improvements.
  • Extend NPS initiatives to include new channels such as digital platforms and onboarding processes.
  • Develop and deliver impactful CX workshops, including tailored content and case studies.
  • Review and refine customer-facing communications, ensuring alignment with brand voice and operational excellence.
  • Ensure frontline readiness and effective communication for company-wide initiatives, such as medical repricing.
  • Monitor ageing cases, guide teams on TAT compliance, and drive timely resolution
  • Review and draft customer responses for complex cases involving BNM, OFS, or legal matters.
  • Monitor outcome from weekly case resolution meetings to ensure accountability and progress.
  • Create talent development plan for skill development, provide advisory service, create subject matter experts within the front line team.
  • Upskill front line teams to offer value add service that drives customer retention and improves NPS results.
  • Proactive measures to mitigate CS operations risks, adherence to PDPA, AML/CFT, Fair Treatment of Customers Measures
  • Review SOP changes made by CS departments in line with regulatory requirements.

Job Requirements:

  • Degree in Business Studies/ MBA / equivalent.
  • At least 20 years of working experience and minimum 10 years in leadership role.
  • Preferably candidates with financial industry experience, able to lead strategic initiatives on improving customer experience, large and diverse team management, stakeholder management and P & L responsibilities.
  • Well-versed with MsOffice applications and CRM system.
  • Familiar with Tableau for data anlaysis & presentation.
  • Strategic thinking, future driven, process driven, good presentation and writing skill, business acumen and team player.

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