Responsibilities:

• Identify opportunities for innovation through evolving customer behaviors and emerging technologies, in supporting of the customer experience initiatives
• Lead and oversee all service change programmes in line with business strategy and change agenda, to agreed timescales, budget and quality criteria ensuring appropriate, fit for purpose project management policies, processes and methodologies are used.
• Partner with senior management to identify and act on opportunities to effectively identify improvement opportunities and convert transformation ideas into scoped out projects that are scheduled, resourced and executed
• Develop best practice in managing an efficient and effective contact centre, so that learning and experience is built on and easily re-usable.
• Conduct cost and performance diagnosis (quantitative and qualitative) to determine root causes of inefficiencies and recommend solutions
• Manage and develop a team of change managers responsible for delivering change to the business
• Advise executive sponsors in reengineering and change management strategies to improve customer and service experience
• Lead and review existing processes and call scripting with the view of enhancing servicing performance, (i.e. through call sampling, service volumes, etc) and embedding a more empathetic approach to dealing with customers (particularly wrt difficult technical decisions)
• Study and analyse relevant data (MIS, customer feedback/complaints, mystery shopping, surveys, site visits, etc) using known models, i.e. Gap, SWOT, etc to identify potential opportunities
• Perform quality assurance on process design deliverables, including but not limited to process maps, procedure documents, responsibility matrices, performance measurements, etc.
• Improve current Customer Service Officer skillset, culture and role through defined coaching/mentoring programmes, with the view of improving their roles and encourage retention
• Design and implement quality monitoring and reporting mechanisms across all LOBs (daily/weekly/monthly)
• Promote awareness in customer centric culture, process efficiency and change management in the business unit
• Build capability required to support all reengineering and related efficiency enhancement projects
• Promote awareness in process efficiency, change management and basic knowledge of business process management in the business unit
• Other tasks or duties as assigned by Senior Management.

Qualifications:

• Embellish and portray customer centric behaviour and mindset
• Over 10 years of management experience in Customer Service, Learning and Development, Operations Development, Business Process Management and/or Management Consulting; with at least 5 years in a project manager or equivalent capacity
• Experience in digital deployment projects including experience in specific areas such as data, AI, digital, Agile delivery and cloud management.
• Common sense and the courage to apply/use it
• Exceptional communication skills - both written and verbal.
• Excellent active listening skills
• Ability to work in all levels of the organisation, across all departments and business lines
• Solid experience in managing large scale organisation-wide reengineering projects, preferably in a financial services institution
• Creativity and ability to do unstructured work, and being able to custom design processes as required by the organisation
• Self-confidence and excellent facilitation skills
• Love for innovation and learning new ways of doing things
• Ability to inspire and influence people
• Flexible and energetic
• True change agent - challenge status quo
• Excellent interpersonal, communication and presentation skills to work with stakeholders and team members at all levels across all functions
• Knowledge of life and/or general insurance operations an advantage. Multi-industry experience will be a large consideration
• Degree qualified, preferably in Business, Finance, IT/Engineering or related disciplines.