Transform customer’s experiences and strategically realize customer’s obsession become a competitive advantage for our projects & implementations. Provide oversight and leadership for the BU’s life operations, customer experience management, renewal management and operation excellence functions in both day-to-day business management and strategic transformation, aiming for better operational efficiency, customer satisfaction and great experience, growing support of multi-channel distributions according to the vision and 2021 strategy.
Report to: Chief Executive Officer
Work Location: Ho Chi Minh City
- Lead the development and execution of operation strategic plan to effectively support company business ambitions/ strategic objectives following ongoing projects & implementation.
- Leverage Technology, Digital and Analytics in every decision of growing Operation Excellence plan of Operations Excellence plan, in alignment with Group Operations strategy to improve operations efficiency and service delivery to both distributors and customers.
- Actively promote customer centricity to ensure the delivery of consistent and best-in-class customer experience throughout the entire customer journey (Learn – Buy – on-board – Service – Claim).
- Closely work with other functional areas to provide effective support for all distribution channels, especially strategically cater for the fast-growing bancassurance business.
- Lead and develops Renewal Management function to ensure the efficiency and effectiveness in achieving Company’s Renewal Premium targets.
- Active directorship as a member of the BU’s Investment Committee, Risk Management Committee and Claim Committee to enhance the BU’s risk exposure and financial key metrics
- Leading successfully the transformation of Organization of the Future as a part of company project by strategically designing, selecting, developing and retaining talented and key resources to ensure an effective model and succession planning supporting business growth.
- Strong mindset on nurturing Customer’s centricity and obsession
- Strong knowledge of the Finance, or Finance Technology, and operational model of a Finance industry (while insurance company is a nice to have)
- General management experience in a multi-national corporation or Operations/Customer Service functions
- Strong digital, analytical skills and experience interpreting strategic vision into operational model/initiatives
- Understanding the trend of technology and its application for best operations efficiency and customer experience
- Growth mindset and strong leadership and teamwork in building a productive team culture with skills in people development and management