Associate Director, Customer Relationship Management

About FWD Group

FWD Group is a pan-Asian life and health insurance business that serves approximately 30 million customers across 10 markets, including BRI Life in Indonesia. FWD’s customer-led and tech-enabled approach aims to deliver innovative propositions, easy-to-understand products and a simpler insurance experience. Established in 2013, the company operates in some of the fastest-growing insurance markets in the world with a vision of changing the way people feel about insurance. FWD Group is listed on the Main Board of The Stock Exchange of Hong Kong Limited under the stock code 1828.

For more information, please visit www.fwd.com

FWD Vietnam was established in 2016 and is a member of FWD Group. For more information, please visit www.fwd.com.vn

PURPOSE:

• Overview of all customer interaction to ensure the delivery of high-quality service at every touchpoint.
• Lead the Customer Relationship Management, including contact center, customer service, complaint handling, to ensure the effectiveness, efficiency and customer-centricity.
• Participate and contribute to Operations projects/initiatives to improve the Customer experience throughout all customer-related activities.

KEY ACCOUNTABILITIES:

• Lead the team to deliver the expected KPIs related thru NPS/VOC,  premium renewal, reinstatement, and potential surrendered.

•  To manage Customer-relating activities within the department at every touchpoint to deliver strategic plans.
•  Improves customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results.
• Manage the complaint handling activities to deliver the best solution to customer meanwhile contribute to prevent future issue minimize the risk/impact to company.
•  Manage Customer Service & Contact Center projects/initiatives related to digital and process improvement in efficient and timely manner.
• Bring Customers who are at risk of lapsing their premium payments and assisting with options to get them back on track and ensuring they have an excellent customer experience.
• Be a strong negotiator, have exceptional relationship skills, integrity and a team oriented approach to collaborate with team and others across the business on a daily basis. 
• Work with relevant departments for investigation and deliver (i) the best solution for complaint handling, (ii) minimize the impact of complaint, (iii) prevent the future issues.
• Maintains and improves results by adhering to standards and guidelines; recommending improving procedures.
• Other tasks as assigned.

QUALIFICATIONS / EXPERIENCE

• At least 10 years experience in  Customer Service/ Call centre/ Complaint handling, preferably with life insurance background.
• A thorough understanding of the practical implications of customer retention and advocacy drivers
• Relevant experience in Life insurance or financial sectors
• Strong communication and influencing skills.
• An analytical / numerical mind-set
• Project management experience
• Professional manner, positive thinking.

KNOWLEDGE & TECHNICAL SKILLS

• Good communication skills in both Vietnamese and English
• Proactive, creative disposition to develop new ideas, good in problem solving skill
• Strongly skilful in communications and negotiations
• Good interpersonal and communication skills (oral & written)
• Effective Execution thru interacting and influencing diversified customers
• Effective management skills
• Able to deliver works under tight deadlines and high pressures