Senior Manager, Customer Engagement
6 months ago
About FWD Group
FWD Group is a pan-Asian life insurance business with more than 13 million customers across 10 markets, including some of the fastest-growing insurance markets in the world. The company was established in 2013 and is focused on changing the way people feel about insurance. FWD’s customer-led and digitally enabled approach aims to deliver innovative propositions, easy-to-understand products and a simpler insurance experience.
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PURPOSE
This role will manage customer service and support across the Omne platform in 10 markets including managing contract / vendors required to support our customers across Asia.
This role will lead by example the highest level of service and support with a personalized experience through a variety of channels such as email, digital and social media and messaging services in multiple countries and languages.
The role is accountable for planning, implementing and managing service and support and feedbacks across all markets to improve the platform, features, functions, designs and usability to provide all customers with a world class experience.
KEY ACCOUNTAIBILITIES
The job duties include:
Set the strategy for customer service and support across all markets. Review, design and implement processes to serve and support customers across 10 countries in a multi-lingual environment. Manage the day to day operations of the support team and vendors, including resource planning, and applying customer service and support strategies Work with Head of Solutions Delivery to set performance targets for the team. Provide insights, feedback and recommendations to experience design and flows to act upon customer feedback, support and experience difficulties on the Omne platform. Manage, monitor and review performance audits and provide coaching to support staff Perform capacity planning to meet customer demands Identify training needs and provide training to the team to ensure that the team is equipped with up to date knowledge and skills to deliver the service Manage escalated enquiries and complaints, and work with other departments to resolve issues Manage staff / vendor recruitment and development Provide regular reports on performance statistics and analyse trendsQUALIFICATIONS / EXPERIENCE
Degree holder preferred Experience with mobile applications, digital platforms as a channel for interacting with customers. At least 5-7 years of experience in managing a team within customer service environment. Demonstrated experience in setting up a customer service / support structure. Experience in start-up, set up environment preferredKNOWLEDGE, SKILLS & ABILITY
Excellent verbal and written communication skills Excellent problem-solving skill Experience in leading projects and performing user acceptance testing preferred. Good people management skill Excellent interpersonal skills and cross-cultural sensitivity Knowledge of Microsoft Excel Excellence in customer service, support and liaising with customers. Able to establish a strong working relationship and open communication with the business heads in a multi-national context.-
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