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This position is mainly responsible for developing, implementing, and improving Customer nurture Welcome Programs for all BPLAC sales channels which includes effective customer communications through all channels such as correspondence, emails, surveys, SMS, Portals and Social Media that will create a positive onboarding experience with customers.

He / she will ensure that the Welcome Program is aligned with segment strategies and overall desired customer experience (DCE) model of the company with customizations of mechanics, process or execution, as required by the segment, bank or partner distribution across all sales channels.

The Customer Onboarding Programs Assistant Manager oversees institutionalizing the welcome nurture program (either via call, survey or other communication channel) to ensure consistency of experience to customers across all sales channels.

• Designs, implements and improves the Welcome Program to nurture relationship with new customers and provide a positive and welcoming customer experience.
• Consolidates and analyzes results of Welcome Program (call, survey, etc) for all sales channels and partners and prepares monthly report to management and other stakeholders. 
• Collaborates with BPLAC Segments Heads, Customer Insights and Strategy, and/or BPI, Citi, DMTM, CorpSol or other institutional sales partners on improvement opportunities or customization of Welcome Program to fit their desired customer experience.
• Ensures consistency of experience, execution and delivery of program intent to customers, regardless of touch point. Works with Process and Systems team in documenting the process, establishing the system requirements and initiating projects when necessary. 
• Works with Business Quality, Shared Services and Call Center to ensure timely call outs and accurate report generation. 
• Ensures that corresponding program monitoring against objectives (monthly, mid-point evaluation or closing report), escalations (for any issues or risks encountered) are generated and reported to Management, as deemed necessary.
• Ensures that all identified major issues coming from Welcome Program via call, surveys or other touchpoints are properly endorsed Business Quality for proper handling and monitoring.

MINIMUM JOB REQUIREMENTS

• Graduate of any 4 or 5 year College Course, preferably in Marketing or Communications (business management)
• At least 1-3 years of relevant work experience in the area of Marketing, Advertising or Customer Campaign Management / Activations
• Insurance or Banking experience is a plus
• Must be a strong, disciplines and highly organized individual contributor, capable of delivering work with minimal supervision and managing matrix of control

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

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