Senior Manager - Capability Building & Service Experience - Insurance

A Graduate/Post Graduate Degree from a Tier 1 University.

MBA Preferred but only when coming with relevant expertise in Customer Experience

Experience in relevant areas such customer servicing, contact center, client engagement in a services or product environment that has seen significant digital transformation

6-10 years of experience in functional roles (Domain Consulting, Solutions, Business Process Improvements, Service Quality, Process Excellence, Consulting)

Demonstrable and proven exposure in playing a central part in the Customer Experience Strategy or Operations Design and Transformation for an organization

Latest industry knowledge in the latest customer experience strategies

The ability to engage with, wow and inspire confidence across stakeholder groups

Partner in the design and Set up of the Customer Advocacy Operations (Contact Centre) to service customer interactions across all product lines

Develop functional capabilities - talent identification, operating model and frameworks, SOPs development etc. for areas such as training, service quality, talent acquisition while we set up and Scale up the operations in line with overall business and product line growth

Lead functional teams responsible to support operations for the Customer Advocacy Centre during the set up phase and subsequently create sustainable leadership structures

Contribute to calibrating the Customer Experience Design principles of the organization as we scale up

Contribute to defining an organized, efficient and effective operating model for Customer Advocacy Operations by partnering with the Operating and functional leadership

Partner with the technology and data sciences functions to define and establish the right Business Intelligence structure - Metrics, Dashboards, Triggers etc. - for the Customer Experience Function

Create the structure to enable deeper analysis of consumer behaviors & trends, by reviewing the internal & external data

Utilize qualitative and quantitative insights to define customer experience issues, conduct RCA, design solutions, define key metrics and indicators for measurement and success

Execute identified project/initiatives and drive business outcomes

Lead, develop and direct the team, by appropriate performance management, engagement and development of the team