senior manager, customer connect and feedback ManagementFWD Group

About FWD Life Insurance Corporation
FWD Life Insurance Corporation (FWD Insurance) is part of pan-Asian FWD Group. FWD Insurance launched its commercial operations in September 2014. As of end-2019, FWD Insurance ranks 1st in Customer Experience in the Philippines(1). FWD Insurance maintains its strong financial position as top 3 and 8 in terms of Paid-up Capital(2) and New Business Annual Premium Equivalent(3), respectively.
FWD Group spans Hong Kong & Macau, Thailand, Indonesia, the Philippines, Singapore, Vietnam, Japan, and Malaysia, offering life and medical insurance, general insurance, employee benefits, Shariah, and Family Takaful products across a number of its markets. Established in Asia in 2013, FWD is the insurance business of investment group, Pacific Century Group. In the Philippines, FWD has 17 business hubs located in key cities nationwide, with its headquarters in Bonifacio Global City in Taguig.
FWD is focused on creating fresh customer experiences, with easy-to-understand products, supported by digital technology. Through this customer-led approach, FWD aims to become a leading pan-Asian insurer that changes the way people feel about insurance.
For more information, please visit .
1 Based on a commissioned Customer Experience Index 2019, conducted by Forrester Consulting
2
Statistics
Life
2019
Based on Paid-Up Capital
3
Statistics
Life
2019
Based on New Business Annual Premium Equivalent
POSITION OVERVIEW:
The position will lead and manage the contact center and feedback management operations to be able to deliver excellent customer experience through a variety of key customer touch points/channels. The job includes providing efficient and timely resolutions of escalated concerns or feedback.
KEY RESPONSIBILITIES:
1. Contact Center Management. Line responsibility to contact center team providing excellent and timely delivery of customer service, planning and forecasting resource requirements to address daily workforce requirements.
a. Meet VOC Emotion Score Target
b. Meet all KPIs for CC and contribute to the Polaris target of Operations.
c. Report and present to management on periodic basis Team Performance against the Team Goals.
d. Lead and inspire contact center management team at all levels to create motivated and engaged Customer Connect Team.
e. Responsible for the end to end customer connect processes and its associated customer experience, supporting cross company initiatives to drive improvements, improve efficiency and reduce complaints.
f. Responsible for the development of team at all levels.
g. Applying best practice, develop continuous improvement plans and make recommendations based on employee and customer insights.
h. Championing change and improvements across the customer experience
i. Enhance the quality of customer interactions ensuring quality assurance, and compliance are met across all touchpoints.
2. Feedback Management. Adherence to feedback Management guidelines. Manage delivery of Feedback related functions, such as but not limited to the following:
a. Complaints Management Reporting and Resolution
Key lead person for escalated complaints
Timely Liaise, report, set up meeting and update to Complaints Committee. Communication/Negotiation with Policy Owner, ensuring objective case review.
Meet SLAs of Feedback Management Cases.
3. Special Projects, and Ad Hoc Assignment related to the role.
Any related projects that may impact Customer Connect Unit.
Performs other responsibilities and duties periodically assigned to help meet the team's goals.
4. Conducts performance management to direct reports.
REQUIRED SKILLS AND EXPERIENCE:
Must be college graduate; business or any related course.
Proven experience on leading service driven contact center operation / feedback management;
At least 3 years of experience as people manager leading/managing contact center functions and customer feedback management in the life insurance industry/operations;
In depth knowledge of insurance products - VUL and traditional products.
REQUIRED COMPETENCIES:
Computer application Proficiency. Excellent knowledgeable in Microsoft office applications.
Negotiation Skills: Advanced skills in influencing and negotiation to convince client that the company's decision on his case is just, and fair to both company and clients.
Communication: Excellent verbal and written communication skills. Able to communicate effectively with all internal and external stakeholders. Communicates with policyowners and internal partners to address customer concern and recommends resolution.
Problem Solving: Must have advanced problem solving and decision-making skills.
Innovation: Find new ways to achieve better results within job.
Flexibility: Should be open to working long hours, to immediately coordinate with internal stakeholders to resolve escalated complaints within expected timeline.
OTHER COMPETENCIES:
Customer Led: Uses feedback and interpersonal ability to establish and maintain positive relationships with customers.
Deliver the vision: Is able to describe what the plans are for own role and function and how they link to the company vision.
People orientated: Collaborated and supports team members to deliver on tasks. Seeks insight and inputs and encourages cooperation towards team goals.
Decision making: Involves relevant stakeholders in the decision-making process and recommendation endorsement. Recognizes opportunities or problems requiring attention and evaluates the benefits/risks of taking action versus inaction.
Market led: Identifies the importance of different markets, customers and emerging products and technologies relevant to own area
Strategy focused: Delivers against and support the Functions strategy and can articulate the link between the function strategy and their own role
Cultural alignment: Actively seeks out and shares information about the company culture and acts accordingly as appropriate. Follows procedures, policy and cultural standards.
Drive results: Ensures role KPI's relate and contribute to the broader team objectives. Has specific and measurable goals and tracks progress against them.
Privacy Notice
Your privacy is a priority for FWD. The Company keeps your personal information with us in confidence. To know more about how we process your information, kindly refer to our FWD Recruitment Privacy Notice.
FWD has partnered with Talocity Instasolutions Private Limited ("Talocity") to manage the initial filtering of candidate's profiles through video interviews, social profile mapping, and video analytics using artificial intelligence engine that is offered within the Talocity platform. The platform evaluates the candidate on the five well-known dimensions as per OCEAN Personality Model that influence occupational success and help understand workplace behavior. For more information, please refer to .
When you apply, FWD will share your name, phone number and email address to Talocity to contact you and conduct the initial screening and profiling process. Shortlisted candidates will then be contacted by FWD for the face-to-face interview.
FWD Group

Philippines
Permanent
Full-time