Job Description

Responsibilities

Transform the Operations Team and Customer Experience

  • Lead the transformation of the Operations team by transforming the ownership of the customer experience in the Search/Buy, Manage & Review and Claims episodes.
  • Leverage new ways of working under the Customer Experience transformation to deliver greater adoption of the digital tools provided as part of the technology transformation towards micro services.
  • In the Search/Buy, improve the adoption of E submission via E-POS, use of the auto underwriting engine, first premium digital payment and e contract.
  • In Manage & Review, implement further improvements to the minimum viable products of the CRM.
  • Improve workforce management capabilities of the contact center
  • Deliver CWS and increase the usage of digital servicing with end-to-end capabilities.
  • In cross episodic capabilities, increase the use of digital renewal premiums while reducing the cost of tra...

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