JOB PURPOSE

The Customer Care Manager is responsible for overseeing the core operations of the Contact center. Will be responsible for the implementation, execution, compliance, and improvement of all processes, policies, and procedures to meet the company’s performance goals.

In coordination with other Customer Care Managers and senior officers, responsible for creating, designing, and implementing Contact center management plans and tools.  In coordination with the Business Unit heads, responsible for establishing standards and BU Contact center requirements.

The Customer Care Manager will manage direct reports and is, therefore, responsible for their performance and career development.  As necessary and in case of absences, the Customer Care Manager shall serve as back-up of other Contact center personnel and may be delegated tasks, as necessary.

The Customer Care is also a back-up for the Department Head, such that s/he is the overall oversight of all Contact center processes and should manage the whole team in cases where decisions can already be reached at his/her level.  S/he is also support to the responsibility of upskilling the Contact center resources.

Critical Accountabilities

Key Results Area

Major Activities

Output

Challenges and Risks

Operational Excellence

• Ensure meeting service levels in all Customer Care Channels (Inbound, Email, and Live Chat for both Life and GI businesses.
• Drive Customer First value and Quality metrics such as CSAT (Customer Satisfaction), Resolution Rate, NPS and FCR (First Contact Resolution)
• Work closely with Contact Center Head and Workforce in optimizing work schedules and forecasting of volumes to increase productivity and achieve Service Level target
• Develop and maintain strong working relationships with support teams - Quality in building and enhancing call flow guidelines, audit forms and Training team for skills upgrading and capability development of the team.
• Identify process gaps and create action plans or implement initiatives or projects that will reduce customer effort and increase efficiency.
• Manage the investigation and resolution of soft complaints to address dissatisfaction of internal and external customers
• Conduct regular review of processes and standards to ensure meeting customers’ expectations
• Coach direct reports for opportunities they can improve on and track their performance regularly.
• Participate and collaborate in cross-functional projects for system and process improvement.
• Manage challenging situations with customers and distributors
   

KPIs are subject to change depending on the business needs

• Achievement of KPIs
• Completed quality and coaching logs
• Quality scores, individual and team
• Daily, weekly, monthly, quarterly, and annual reports
• Audit workflows and manuals
• Trending and analysis
• Gap analysis and closure

• BU process manual or guidelines and procedures not in place or updated
• Capacity, in case of prolonged absence and/or attrition

Staff Management and Development

• Train new hires
• Allocate staff according to workload and requirement
• Monitor and measure the performance of the team and the individual team members
• Provide regular performance feedback to staff and put in place safeguards in support of next issue avoidance
• Conduct coaching and put in place corrective action plan/s for non-/under-performance
• Conduct regular meetings to gather feedback and keep the unit updated with organizational changes or announcements
• Identify and recommend developmental training for staff to continuously improve their quality of work and stimulate their individual and collective growth
• Manage transition of staffs; ensure that on-boarding plans are in place for incoming hires

• Employee engagement
• Performance reviews and assessments; Scorecard
• Training and on-boarding plans

• Keeping staff motivated
• Managing under-performance
• Staff turnover

Customer Centricity

• As requested, conduct RCA and provide report
• Consolidate reported and escalated errors from clients and distributors, and profile and coordinate with the BU and other departments to resolve and put in place appropriate controls; monitor action plans and timelines
• Participate in customer engagement programs to understand customer needs and expectations
• Make recommendations on enhancements to improve the overall customer experience
• Correlate quality results to CSAT and/or D-Scope; make recommendations on aligning quality attributes to CSAT and/or D-Scope results

• Alignment of survey to quality attributes/parameters
• Improvement recommendations (process, etc.)
• RCA Report

• Availability of data and references for conducting the RCA
• Dependency with BU and other departments
• Alignment of CSAT or D-Scope survey to customer/distributor feedback or complaint

Stakeholder Management

• Ensure SLAs are established with assigned BUs
• Conduct regular business review with stakeholders
• Regularly coordinate with other departments on changes in guidelines or regulations
• Manage relationships and agreements with internal/external customers
• Respond to escalated queries/concerns from customers, internal and external
• Communicate with customers and other parties on sensitive matters in a timely and effective manner

• Corrective action plan recommendation
• Customer satisfaction
• SLA with BU/vendor

• Stakeholder availability

Skills and Knowledge

Educational Qualifications

Relevant Experience

• Graduate of a 4-year degree course

• Minimum of 4 years’ experience as a manager or Managerial positions related to Operations
• Experience in quality, data, and/or business analysis
• Experience in (BU) reporting
• Experience in people management
• Process knowledge an advantage
• Insurance background is a plus

Personal Characteristics and Behaviors

Other Requirements

• Keen to details and focus on quality
• Good interpersonal skills
• Excellent communication skills (oral and written)
• Presentation skills
• Strong problem-solving and analytical skills
• Strong time management skills
• Ability to adapt and multitask
• A team player
• Works with integrity
• Works with less supervision

• Must be proficient with Microsoft Office (Word, Excel, PowerPoint)
• Can work with data; numerate
• Must be able to effectively deal with people at all levels inside and outside of the Company
• Highly flexible, adaptable, and able to work under pressure and quickly changing priorities
• Ability to create and execute on project charters