Customer care managerAXA MANDIRI FINANCIAL SERVICES

Job Description
JOB PURPOSE
The Customer Care Manager is responsible for overseeing the core operations of the Contact center. Will be responsible for the implementation, execution, compliance, and improvement of all processes, policies, and procedures to meet the company's performance goals.
In coordination with other Customer Care Managers and senior officers, responsible for creating, designing, and implementing Contact center management plans and tools. In coordination with the Business Unit heads, responsible for establishing standards and BU Contact center requirements.
The Customer Care Manager will manage direct reports and is, therefore, responsible for their performance and career development. As necessary and in case of absences, the Customer Care Manager shall serve as back-up of other Contact center personnel and may be delegated tasks, as necessary.
The Customer Care is also a back-up for the Department Head, such that s/he is the overall oversight of all Contact center processes and should manage the whole team in cases where decisions can already be reached at his/her level. S/he is also support to the responsibility of upskilling the Contact center resources.
Critical Accountabilities
Key Results Area
Major Activities
Output
Challenges and Risks
Operational Excellence
Ensure meeting service levels in all Customer Care Channels (Inbound, Email, and Live Chat for both Life and GI businesses.
Drive Customer First value and Quality metrics such as CSAT (Customer Satisfaction), Resolution Rate, NPS and FCR (First Contact Resolution)
Work closely with Contact Center Head and Workforce in optimizing work schedules and forecasting of volumes to increase productivity and achieve Service Level target
Develop and maintain strong working relationships with support teams - Quality in building and enhancing call flow guidelines, audit forms and Training team for skills upgrading and capability development of the team.
Identify process gaps and create action plans or implement initiatives or projects that will reduce customer effort and increase efficiency.
Manage the investigation and resolution of soft complaints to address dissatisfaction of internal and external customers
Conduct regular review of processes and standards to ensure meeting customers expectations
Coach direct reports for opportunities they can improve on and track their performance regularly.
Participate and collaborate in cross-functional projects for system and process improvement.
Manage challenging situations with customers and distributors
KPIs are subject to change depending on the business needs
Achievement of KPIs
Completed quality and coaching logs
Quality scores, individual and team
Daily, weekly, monthly, quarterly, and annual reports
Audit workflows and manuals
Trending and analysis
Gap analysis and closure
BU process manual or guidelines and procedures not in place or updated
Capacity, in case of prolonged absence and/or attrition
Staff Management and Development
Train new hires
Allocate staff according to workload and requirement
Monitor and measure the performance of the team and the individual team members
Provide regular performance feedback to staff and put in place safeguards in support of next issue avoidance
Conduct coaching and put in place corrective action plan/s for non-/under-performance
Conduct regular meetings to gather feedback and keep the unit updated with organizational changes or announcements
Identify and recommend developmental training for staff to continuously improve their quality of work and stimulate their individual and collective growth
Manage transition of staffs ensure that on-boarding plans are in place for incoming hires
Employee engagement
Performance reviews and assessments Scorecard
Training and on-boarding plans
Keeping staff motivated
Managing under-performance
Staff turnover
Customer Centricity
As requested, conduct RCA and provide report
Consolidate reported and escalated errors from clients and distributors, and profile and coordinate with the BU and other departments to resolve and put in place appropriate controls monitor action plans and timelines
Participate in customer engagement programs to understand customer needs and expectations
Make recommendations on enhancements to improve the overall customer experience
Correlate quality results to CSAT and/or D-Scope make recommendations on aligning quality attributes to CSAT and/or D-Scope results
Alignment of survey to quality attributes/parameters
Improvement recommendations (process, etc.)
RCA Report
Availability of data and references for conducting the RCA
Dependency with BU and other departments
Alignment of CSAT or D-Scope survey to customer/distributor feedback or complaint
Stakeholder Management
Ensure SLAs are established with assigned BUs
Conduct regular business review with stakeholders
Regularly coordinate with other departments on changes in guidelines or regulations
Manage relationships and agreements with internal/external customers
Respond to escalated queries/concerns from customers, internal and external
Communicate with customers and other parties on sensitive matters in a timely and effective manner
Corrective action plan recommendation
Customer satisfaction
SLA with BU/vendor
Stakeholder availability
Your Profile
Skills and Knowledge
Educational Qualifications
Relevant Experience
Graduate of a 4-year degree course
Minimum of 4 years experience as a manager or Managerial positions related to Operations
Experience in quality, data, and/or business analysis
Experience in (BU) reporting
Experience in people management
Process knowledge an advantage
Insurance background is a plus
Personal Characteristics and Behaviors
Other Requirements
Keen to details and focus on quality
Good interpersonal skills
Excellent communication skills (oral and written)
Presentation skills
Strong problem-solving and analytical skills
Strong time management skills
Ability to adapt and multitask
A team player
Works with integrity
Works with less supervision
Must be proficient with Microsoft Office (Word, Excel, PowerPoint)
Can work with data numerate
Must be able to effectively deal with people at all levels inside and outside of the Company
Highly flexible, adaptable, and able to work under pressure and quickly changing priorities
Ability to create and execute on project charters
About AXA
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.
About the Entity
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.
What We Offer
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