Bring your career aspirations to life with AIA!

Responsible for ensuring AIA's products, services and internal operations / business processes meet the required quality standards

Roles and Responsibilities:

• Monitors TPC’s performance against established KPI’s on a daily, weekly, monthly, quarterly and annual basis
• Partner with the TPC and internal stakeholders in developing and driving actions plans and solutions to improve customer experience
• Liaise with the TPC and internal business units to address customer issues, requests and complaints on a timely basis
• Leads account management business reviews with TPC and internal stakeholders
• Monitors completion, timeliness and accuracy of TPC’s reports and business review materials
• Acts as the Subject Matter Expert for the TPC to ensure its alignment to business process knowledge, standards  and best practices
• Maintains voice and non-voice calibration activities with the TPC and the internal stakeholders to ensure quality of service
• Provide onsite support / visibility to the TPC will be required to monitor the foregoing tasks, and inspect its compliance to the agreed statement of work.
• Perform quality check/assurance and provide analysis with recommendation to Head to improve the quality of email and voice responses. Challenge the status quo.
• Manage multiple lines of businesses
• Able to effectively handle complaints from acknowledgement, investigation, escalation to other departments as may be needed, mediation via regulatory body up to rendering of resolution, following company guidelines and approval limits.
• Recommends actions plans with Operations Process Owners to resolve issues or challenges encountered.
•   Assist the Head in identifying and mitigating risks in call center before it occurs.
• Be able to provide a sound/fair recommendation on concerns for decision on all matters related to call center
•   Benchmarking on processes, tools and systems for call center – to minimize cost and easy to do business for our customers
• Be able to follow through and implement agreed action plans for process improvements and projects, if any including but not limited to monitoring.
• Assist on expense monitoring (cost-benefit) related to call center. providing/doing.

Minimum Job Requirements:

• Education: College Graduate (Marketing, Tourism, HRM, Psychology,  Business Management, Commerce)
• Minimum 3-5+ years demonstrated call center operations management in a captive or BPO setting.
• Cross-functional experience in insurance and banking / financial industry is a plus.
• Customer service experience across voice and non-voice touch points in Inbound and Outbound Contact Center is a must.
• Ability to prepare deliverables and reports accurately within the target completion dates.
• Competent in Influencing and Negotiation skills, Stakeholder management, Interpersonal and public relations skills, Presentation skills, Problem Solving Decision Making
• Proficient knowledge/ability with Microsoft Office applications
• Excellent interpersonal skills with internal and external customers.

Build a career with us as we help our customers and the community live healthier, longer, better lives.

You must provide all requested information, including Personal Data, to be considered for this career opportunity. Failure to provide such information may influence the processing and outcome of your application. You are responsible for ensuring that the information you submit is accurate and up-to-date.