Regional Service Excellence Manager

Regional Service Excellence Manager

AXA Group Operations Malaysia Sdn Bhd
Not Specified
Not Specified

Job Description

Job purpose:
Designs, leads and oversees the implementation of AXA Employee Benefits offering , service offering, market positioning and service performance.
Key Responsibilities:

  • Collect market insights about the competitive landscape in terms of products, servicing and overall offering through systematic analysis of market needs in order to identify potential threats and opportunities and develops marketing plan and activities accordingly.

  • Works across the whole organization to obtain insight, particularly working with the Sales Team and Account Management team.

  • Responsible for identifying and monitoring competitors, researching and introducing appropriate best practice from a diverse set of other competitor organizations into AXA.

  • Contributes to the development of products %26ndash; in liaison with product and underwriting teams - and services, which could include policies, guidelines, learning content and new digital platforms, working with other functions.

  • Seeking to improve effectiveness and quality of business processes across customer / client facing EB functions, driving appropriate KPIs and specific actions to improve Service performance.

  • Driving training initiatives, which focus on Customer / Client Facing processes and systems, improve data quality and best practices through increased system knowledge amongst daily users. This includes, identifying reoccurring service failures, understanding the root causes, and implementing corrective actions.

  • Develop go-to-market strategies of service and product offerings in partnership with executive and leadership teams.

Job Details

Would you like to wake up every day driven and inspired by our noble mission and to work together as one global team to empower people to live a better life  Here at AXA we strive to lead the transformation of our industry. We are looking for talented individuals who come from varied backgrounds, think differently and want to be part of this exciting transformation by challenging the status quo so we can push AXA - a leading global brand and one of the most innovative companies in our industry - onto even greater things. In a fast-evolving world and with a presence in 64 countries, our 166,000 employees and exclusive distributors anticipate change to offer services and solutions tailored to the current and future needs of our 103 million customers.

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