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Associate Director, Customer Care

Kuala Lumpur, Malaysia | AIA Group

  • Industry:
    Insurance - Health & Life
  • Position Type:
  • Functions:
    Customer Experience & Support
  • Experience:
Job Description:
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a. Complaint Management

-Collaborate with regulatory authorities (BNM) in relation to issue handling and monitoring, and with internal stakeholders Life Planners, Agency and Associations to discuss & drive change and improvement.

-Manage care team maintaining positive communication, motivating and coaching all team members to resolve cases timely

-Monitor the quality of complaints handled to ensure fairness to the customer while managing risks on the company.

-Conduct root cause analysis and complaint trends at relevant internal and external forums.

-Timely and accurate reporting of complaint statistics to internal AIA management and external regulatory authorities.

b. Customer Advocate

-Act as a facilitator between customers and company and the main contact for Customer Care in handling complaints and to advise on complex or repeat cases for resolution

-Facilitate end-to-end resolution by engaging the responsible department heads to resolve the complaint in a fair and timely manner

-Key member in advisory role to assist and guide on company’s policies, procedures and practices to uphold company’s operating principles and reputation in line with regulatory compliance.

-Resolve escalated complaints from the customer touch points.

-Always thinks and acts for the customer.

c. Liaison with BNM

-Build relationship with BNM key stakeholder personnel, maintaining positive and responsive relationship all the time.

-Response quickly on BNMad-hoc queries or directive while ensuring AIA mgmt./Exco are communicated timely on the same.  

-Moderate communication of any decisions between BNM and AIA and vice-versa.

d. Customer Centricity 

-Drive the ongoing development of a customer centric mindset within AIA by focusing on doing what's best for the customer at all times.

-Oversee the management of all customer feedback within AIA and ensure that necessary continuous improvements are made across the company to meet and exceed customers’ expectations.

-Process improvement identified and fixes made, based on complaints’ analysis so to provide better experience and to reduce complaints driving reduction in cost where necessary.  

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