Head - Customer Service & Operations - Insurance

- The Head - Customer Services is an integral member of the Leadership team, responsible for managing the entire Customer Services function, including driving the overall Renewals collections and Persistency objective for the organization.

- 6-7 Direct reports (UW, POS, Claims, FOCuS, Process Mgt, other

- S/he is responsible for devising, implementing and owning the strategy around Customer Onboarding, & Customer Retention, including delivering on the topline revenue objectives for NB issuance and Renewal collections.

- S/he is also responsible for delivering superior Service & ensuring Customer Satisfaction across all touch points - namely 200+ branches & Contact Centres.

- Ensure smooth & timely processing and own the end to end delivery of all customer service transactions - Underwriting / New Business issuance; Policy servicing; Customer retention; Claims Management

- Act as a Business partner & strategic Business Leader

- Contribute to overall growth strategy by driving the Renewals & Persistency Objectives.

- Formulate the Customer Service strategy and implement processes/procedures in line with the strategy of the organisation

- Be the Customer champion within the organisation

- Drive business innovation / process efficiencies through technology led initiatives

Directly responsible for managing the following functions :

- Underwriting & New Business Issuance

- Customer Service across 200+ Branch Offices

- Customer Contact Centre - inbound and outbound

- Policy Servicing

- Renewals & Persistency

- Customer Retention & inforce book management

- Survival and Death Claims

- Systems & Process Management

- Customer Communication

- Group Business Operations