Senior Manager - Customer Advocacy Operations Lead - Insurance

Experience and understanding in handling customer experience in a services or product environment that has seen significant digital transformation

Latest industry knowledge in the latest contact channel strategies

Demonstrable experience in improving customer experience measures through operational improvements or cross functional projects

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

Set up (Understand all critical dimensions - channels i.e modes of communication, talent, training, employee retention, customer retention, customer communication and issue resolution policies, customer satisfaction measurement) and Lead the Customer Advocacy Operations (Contact Centre) to service customer interactions across all product lines

Scale up the operations in line with overall business and product line growth

Contribute to defining an organized, efficient and effective - operating model- ( Team Structure, Front Office Vs Back Office) for Customer Advocacy Operations by partnering with other functions

Partner with the Customer Experience Capability Building function to define and establish strong fundamentals - talent composition, hiring strategy, training approach, Business Intelligence and MIS, Service Quality etc.

Manage the operations in line with agreed budgets and targets. Provide insights from Business Intelligence and reports to establish the business case for changes that are required

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

Partner with the HR function and Sponsor and end to end talent engagement framework that is tailored to enable the team to deliver great customer experience