Job Description

25597 | Customer Services & Claims | Professional | Non-Executive | Allianz Malaysia | Full-Time | Permanent

\xe2\x80\x8bSummary:

You will be responsible to lead a team of Assistant Managers and Senior Executives to deliver superior customer experience via effective complaint handling procedures to transform complaints into opportunities to enhance customer satisfaction.

Responsibilities:

• Provide leadership and be responsible for the company\'s complaint handling and complaint key performance indicators (KPIs).
• Champion for Customer Centricity and Change Management.
• Ensure cases are responded and closed within standard turnaround time and other KPIs are met with highest quality to deliver superior customer experience to customers.
• Lead and/or participate in process improvement initiatives within customer service units or intra departments on issues related to customers.
• Involve in key initiatives for customer related communication by providing perspective and feedback regarding matters related to customer centricity, complaints, service recovery and issue escalation.
• Recommend best practices to ensure not just the complaints are addressed but corrective action plans are in place.
• Provide support, coaching, training, and development to Customer Feedback Center staff and to other parts of the organization in respect of complaints.
• Responsible to ensure Standard Operating Procedures are updated and reviewed from time to time to keep up with group standard and regulatory expectations
• Provide timely publication of complaint data and trends, as well as ensure the accuracy and integrity of data.
• Point of contact for complaints related inquiries including but not limited to regulators, associations, and other employees within Allianz group
• Conduct weekly, biweekly or monthly update within team and intra department (as and when required) and circulate agenda/progress update to respective stakeholders.
• Ensure human resources strategy is being executed and arrange with Human Resource Department on all human resources matters including hiring and staff disciplinary issues.

Requirements:

• Tertiary education in any discipline. Must possess the right mindset in understanding the end-to-end process of the customer journey
• Ideally five (5) years of working experience in customer service or other consumer advocacy roles. Experience in the financial services industry or dispute resolution channels is an added advantage.
• Excellent written and verbal communication skills. Confident and is able to communicate effectively with internal and external customers.
• Excellent listening and understanding skills, and a critical-thinker with attention to detail.
• A good team player. Strong inter-personal skill and able to deal with inter and intra department discussions and conflict resolutions.
• Self-motivated. A proactive individual with good initiative and drive, resourceful and creative.
• Able to work under pressure and handle multiple tasks simultaneously in a fast-paced business environment.
• Good grasp of Microsoft Office applications with good presentation skills.

We at Allianz believe in a diverse and inclusive workforce and are proud to be an equal opportunity employer. We encourage you to bring your whole self to work, no matter where you are from, what you look like, who you love or what you believe in.

We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, disability or sexual orientation.

Note: Diversity of minds is an integral part of Allianz\' company culture. One means to achieve diverse teams is a regular rotation of Allianz Executive employees across functions, Allianz entities and geographies. Therefore, the company encourages its employees to have motivation in gaining varied skills from different positions and to collect experiences from across Allianz Group.

Allianz