Địa điểm

Hà Nội

  • Lương

    Cạnh tranh

  • Kinh nghiệm

    8 - 0 Năm

  • Cấp bậc

    Trưởng nhóm / Giám sát

  • Hết hạn nộp

    11/11/2020

Phúc lợi

  • Chế độ bảo hiểm
  • Du Lịch
  • Phụ cấp
  • Du lịch nước ngoài
  • Đồng phục
  • Chế độ thưởng
  • Chăm sóc sức khỏe
  • Đào tạo
  • Tăng lương
  • Công tác phí
  • Nghỉ phép năm

Mô tả Công việc

1: Job Purpose

Assist the Manager/Deputy Manager Customer Service and Policy Admin to deliver the best life and health insurance customer service experience in Vietnam, measured in NPS, service quality and operational efficiency

2: Key Responsibilities

  • Assist the Manager/Deputy Manager Customer Service and Policy Admin with the development and implementation of a strategy CS&PA with the overall objective of improving customer satisfaction, operational efficiency and quality of service, encompassing investment / improvements in people, processes and technology.
  • Policy changes – design, develop and maintain/manage processes and tools for customers to update their personal details and request policy changes, same for sales to update / change policy servicing sales person and other data, drive towards high degree of automation/STP and customer self-service (e.g. customer portal, sales support portal, chatbot, etc.), manage vendors and service providers (e.g. postal service providers) as may be necessary
  • End-to-end responsibility for all customer payments and collections, premium application, invoice management and reconciliations, refunds and suspense account management; development, monitoring and (in collaboration with IT and vendors) maintenance of payment channels, manage vendors and service providers (e.g. MB, ViettelPay, VNPay, etc.)
  • Ensure customer, policy and payment data is recorded timely and correctly in the designated applications
  • Represent CS&PA in new product and new channel development initiatives, collaborating with other Operations teams and MBAL domains on service design and customer journey planning.
  • Act as the mentor / trainer to provide coaching and support to CS&PA staff to further develop their competence and up-lift their technical knowledge; lead, motivate and develop a team of insurance professionals.

Yêu Cầu Công Việc

  • Qualification: University degree (Master / PhD) in law, economics, marketing, finance or equivalent
  • Experience: At least 8 years relevant working experience (in customer service or policy administration in life insurance)
  • Certification: [TBC]
  • Communication: Takes account for formulation purposes of the needs and interests of the other party and is able to reformulate information in order to be properly understood.

  • Cooperative attitude: Helps the team achieve its goal, for example by spontaneously extending and/or requesting help.

  • Customer orientation: Meets customer expressed or unexpressed needs. Strengthens customer relations and undertakes well-considered action to increase satisfaction.

  • Result orientation: Constantly evaluates the contribution of his/her own activities to the attainment of goals, adapting activities where necessary.

  • Learning capabilities: Formulates personal learning goals and rapidly learns from other people’s experiences.

  • Strategic thinking: Shapes action and recommendation on basis of personal analyses and assumptions.

  • Planning and organization: Draws up plans in order to achieve personal goals or to prevent problems and assesses their progress.

  • Change orientation: Adapts quickly to changes in his/her work environment and acts as an example for others.

  • Entrepreneurship: Takes initiatives and contributes actively towards the improvement and/or renewal of the current range within his/her professional area.

  • Leadership: Encourages cooperation in dialogue with a view to achieving goals. Displays exemplary conduct.

  • Business process management: Inter-process automation and control maturity level – re-alignment of processes with business strategy, craft process automation and control across the domains, customers and (distribution) partners

  • Computer skills: PC literate in Microsoft Office (Word, Excel, PowerPoint), project management tools (e.g. MS Project), and process flow chart software (e.g. Visio)

Thông tin khác

  • Bằng cấp: Đại học
  • Độ tuổi: Không giới hạn tuổi

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