Job Responsibilities:
- Develop a Customer Expectation/ Experience Model and an Operational Excellence Framework to improve customer experience by managing and monitoring service quality across all touch points and identifying opportunities for ongoing improvement.
- Lead a team of Operational Excellence professionals to conduct service delivery quality assurance activities at every customer touchpoint to ensure that customer expectations are fulfilled, services are consistent with our Customer Experience Model, and the customer experience is enhanced.
- Budget Management — Stay on top of your spending.
- Individual accountability and responsibility for action items - proactive work engagement
- Assist business and management by developing and implementing remedial or corrective actions to ensure transaction quality at all touch points.
- Ensure that all activities/processes in the Operating Manual of all Operations Sections are managed efficiently and in accordance with PVA and PCA standards.
- Establishing, negotiating, and approving internal quality procedures, standards, and specifications
- Others: to be allocated by the Line Manager or Company's Management as a catalyst for change and improvement in performance, quality, and monitoring performance (if any)
People Management:
- Recruit, build, and develop an engaged, competent, and effective Operational Excellence team;
- Define, communicate, and implement a development plan to attract and ensure career growth and success of customer service staff;
- Conduct and document regular performance reviews and annual reviews;
- Implement open and clear lines of communication with the team through regular career development discussions with direct reports, in accordance with the PVA Performance Management Plan;
Risk Management: Be accountable for the planning and execution of company objectives in accordance with risk management criteria and all internal and external legislation.
Requirements:
- Management experience of at least 5 years is required.
- Expertise: management, life insurance, in-depth understanding of local and national government, office computer
- Problem-solving and judgment, communication, crisis and conflict management, decision-making, analytical thinking, adaptability, customer-oriented, negotiation, presentation, project management, and process improvement are all skills that are required.
- Leadership: shown ability to set targets and encourage teams to achieve goals in a high-performing culture (strategic and commercial acumen, execution excellence, leading innovation and change, integrity, customer centricity, working together, and expanding talent).