Head of Customer Service - Life Insurance

Strategic Leadership and Execution
- Develops a comprehensive strategy and operating plan, setting key actions, targets, and success metrics while ensuring necessary resources and tools align with organisational goals.
- Demonstrates strong leadership to influence strategy and decision-making across various levels and collaborates with key stakeholders to enhance customer experience.
- Implements business continuity and recovery plans to minimise customer and stakeholder disruption during down times and outages.

Operational Efficiency Management
- Manages day-to-day operations across customer centres, digital platforms, and after-sales support to meet or exceed KPIs within budget constraints.
- Oversees end-to-end customer contact processes, focusing on efficiency, reducing complaints, and enhancing customer experience.
- Leads automation and technology integration to optimize operational efficiency and cost-effectiveness, and develops workforce strategies for optimal resource allocation.
- Applies advanced industry knowledge to resolve complex cases while ensuring regulatory standards are upheld.

Business Transformation
- Advocates for customer-centric improvements, driving initiatives that enhance customer experience and coordinating resources for change programs and cross-functional projects.
- Develops and implements service strategies to enhance client satisfaction, optimize costs, and improve Customer Satisfaction and Net Promoter Scores.
- Utilizes analytical tools to extract insights from digital data, providing regular performance reports on key metrics like website traffic, engagement, and conversions.

Digital Acumen
- Keeps up with emerging technologies to enhance operational and service efficiencies, analyzes competitors' digital strategies, and identifies market trends for strategic recommendations.
- Collaborates with IT and other departments to implement effective digital solutions.

High-Performing People
- Leads and motivates the Customer Engagement team to foster a high-performance culture, setting clear goals and coaching for success.
- Defines roles and requirements across frontline operations, ensuring optimal resource planning and coverage.

Compliance
- Ensures adherence to company policies, compliance standards, and reporting requirements, maintaining open communication with the Compliance Officer to manage and report compliance matters as needed.