A Great Opportunity for ...
The Head of Relationship will lead and oversee all aspects of customer service operation and enhance engagement and build concrete relationship with stakeholders for both Internal & external as a representative of company. This role involves ensuring superior service quality, effective premium collection enhancement, and coordination with stakeholders. Additionally, the Head of Relationship will evaluate communication touchpoints, manage customer loyalty programs, drive enhancements to the overall customer experience, and build relationships with industry stakeholders, and non-governmental associations as required by business needs. Plan and improve customers experience for the customers related events, campaigns and enhance positive customers journey by ensuring effective communications.
Key Responsibilities:
Customer Service Delivery & Quality Assurance:
- Ensure high-quality and timely service at Customer Experience Centers (DLEC) and Call Centers.
- Manage the speed and efficiency of responses to customer inquiries and issues with customer centric mindset.
Premium Follow-up & Collection Enhancement:
- Oversee the reminder call effectiveness related to premium collection and renewal.
- Implement strategies to improve follow-up and enhance timely premium collections through effective communications.
Communication Touchpoints & Experience Enhancement:
- Evaluate and enhance communication touchpoints throughout the customer journey to improve engagement and satisfaction.
- Lead initiatives to enhance channel communications and improve customer experience across all service points.
- Ensuring agency and partnership channels communications are effective and feedback is addressed by organizing regular feedback meetings with the channels and their relevant stakeholders.
Inquiry & Complaint Handling:
- Monitoring the processes and improve the required area on inquiries, complaints, and issues from agents, customers, and other functions regarding policy servicing, administration, and service delivery.
- Ensure timely and accurate responses to inquiries from business partners, agents, and clients.
- Take lead roles in ensuring effective communication for complaint handling and resolutions.
Stakeholder Collaboration:
- Provide sound solutions for customer and agent complaints in consultation with stakeholders, ensuring alignment across functions.
- Coordinate with other departments to streamline operations and enhance service efficiency.
Customer Loyalty Programs:
- Design, implement, and manage customer loyalty programs to incentivize and reward customers.
- Monitor the effectiveness of the loyalty program and make data-driven adjustments to optimize results.
Non-Governmental Association Relationship:
- Build and maintain strong relationships with industry stakeholders, and non-governmental associations as required to support business operations.
- Ensure compliance with regulatory requirements and collaborate with relevant authorities to facilitate smooth service delivery.
- Represent the company in industry associations and engage in discussions that contribute to the development of the insurance sector.
Team Resource Management:
- Plan and allocate resources to handle the workload effectively, ensuring appropriate staffing and task distribution.
- Provide leadership and support to team members, ensuring a productive and positive work environment.
Feedback & Coordination:
- Regularly communicate feedback to the frontline CS team and other stakeholders to identify areas for improvement.
- Collaborate closely with customer related sections such as Underwriting, Policy Services and Claims.
Training & Development:
- Provide training and briefings to both new and existing customer service staff, as well as to employees from other functions/sections when required.
- Mentor and guide team members to build their skills and ensure adherence to company values.
Leadership & Team Performance:
- Take ownership of the team’s performance, development, and behavior, ensuring they reflect the values of Dai-ichi Life Insurance.
- Empower the team to reach their full potential, maintaining an open, honest, and engaging work environment.
Other Responsibilities:
- Undertake additional tasks as assigned by management, supporting the overall objectives of the company.