Head of Operation CX

HR Business Partner at Hong Leong Assurance

Job Descriptions

• Oversee performance metrics, SLA adherence, and TAT compliance across customer service touchpoints.
• Lead initiatives to enhance digital adoption amongst customers and agents that contact customer touch points - walk in, call and email.
• Ensure adherence to audit and compliance requirements, identifying and addressing any gaps.
• Resolve escalations raised by staff, agents, Exco members, and AD with effective solutions and timely communication.
• Drive branch transformation plans focusing on digitalization, cashless operations, and staff capability development.
• Spearhead HLA 360 modernization initiatives and strengthen operational controls within the portal.
• Oversee the development and operational readiness of the corporate client portal to enhance client engagement.
• Analyze NPS findings from customer service channels and implement actionable improvements.
• Extend NPS initiatives to include new channels such as digital platforms and onboarding processes.
• Develop and deliver impactful CX workshops, including tailored content and case studies.
• Review and refine customer-facing communications, ensuring alignment with brand voice and operational excellence.
• Ensure frontline readiness and effective communication for company-wide initiatives, such as medical repricing.
• Monitor ageing cases, guide teams on TAT compliance, and drive timely resolution.
• Review and draft customer responses for complex cases involving BNM, OFS, or legal matters.
• Monitor outcome from weekly case resolution meetings to ensure accountability and progress.
• Create talent development plan for skill development, provide advisory service, create subject matter experts within the front line team.
• Upskill front line teams to offer value add service that drives customer retention and improves NPS results.
• Proactive measures to mitigate CS operations risks, adherence to PDPA, AML / CFT, Fair Treatment of Customers Measures
• Review SOP changes made by CS departments in line with regulatory requirements.

Job Requirements

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