Service Quality Senior Specialist

Persistency Improvement

§Conduct regular audits and inspections of premium reminder call outs, collections calls, conservation calls, and reinstatement rolls to ensure compliance with regulatory requirements and company policies.Analyze service delivery data to identify trends, opportunities for improvement, and areas of risk. Collaborate with Customer Retention teams to provide training and coaching on best practices for customer interactions. Monitor customer satisfaction metrics and conduct surveys to gather feedback on service quality. Provide regular reports and recommendations to senior management on service quality trends, improvements, and areas for further focus. Ensure that all customer interactions are handled in a professional, empathetic, and customer-centric manner. Stay up-to-date with changes in regulatory requirements and industry best practices for customer retention and insurance persistency.

Customer Experienc e and Quality Performance Management

§Oversee Customer Experience Metrics through regular monitoring, analysis and reporting. Collaborate with Portfolio Management leadership team in exploring solutions to customer experience related opportunities and process gaps. Conduct regular call listening to continuously improve quality of customer and transaction handling, quality guidelines and overall customer experience programs. Facilitate feedback process of key quality including ICF and complaints findings through tracking and driving reinforcements of related guidelines. Partner with Portfolio Management leaders in facilitating performance recovery management. Develop and implement corrective action plans to address identified issues and improve service quality.

Awareness on Quality and Customer Experience

§Collaborate with Customer Retention leaderships for people development and learning management in planning and executing Quality and Customer Experience programs. Engage through simple campaigns and activities that will further improve awareness on impact of Quality not only for the business but as a way of life.

Your Profile

§Graduate of a 4-year degree course. Business Management, any course related to Actuarial, Finance, Investment, Financial Engineering.

§Minimum 2 years work experience related to Service Quality programs.

§Proven experience in a service quality or customer service role in the insurance industry

§Strong analytical skills and experience with data analysis tools

§Excellent communication and interpersonal skills

§Ability to work independently and manage multiple priorities

§Familiarity with insurance regulations and compliance requirements

Experience in conducting training for Quality concepts and Quality guidelines.

§Advanced Excel skills to manipulate and analyze large datasets is a plus.

§Knowledge of SQL to query databases and extract relevant data for analysis is a plus

§Experience in handling multi-disciplined team

Must be able to effectively deal with various stakeholders, especially Business Unit heads is a plus

About AXA

A global leader in insurance and investments, AXA takes care of 103 million lives in 64 countries worldwide. We actively invest in pioneering and personalized solutions to meet your ever-changing needs and exceed your expectations. In the Philippines, we are in partnership with Metrobank, one of the country's strongest banks.

About the Entity

Established in 1999, AXA Philippines is one of the largest and fastest growing life insurance companies in the country. It offers financial security to more than one million individuals through its group and individual life insurance as well as general insurance products through its subsidiary Charter Ping An.

AXA Philippines is one of the first to introduce bancassurance operations in the country, and is among the pioneers in the investment-linked insurance sector.

AXA now offers a complete range of products for all its customers’ insurance and financial protection needs, including savings and investments, health plans, income protection, and health coverage; and through its general insurance subsidiary Charter Ping An Insurance Corporation : fire, motor car, marine cargo, personal accident, bonds, casualty, and engineering insurance products.

AXA Philippines closed 2017 with billion in total premium income and billion in gross written premiums from Charter Ping An. Today, AXA has more than 4,000 financial advisers in 36 branches, and 700 financial executives in over 900 Metrobank and PSBank branches nationwide. Charter Ping An, on the other hand, has 22 branches nationwide and 2,007 agents.

AXA Philippines is a joint venture between the AXA Group, headquartered in France, and the Metrobank Group, one of the largest financial conglomerates in the Philippines.

The Metrobank Group is a conglomerate of industry-leading businesses that includes First Metro Investment Corporation, Metrobank Credit Cards, Federal Land, Toyota, and Manila Doctors Hospital. It was hailed Best Bank in the Philippines in 2010, 2011, and 2012 by Euromoney and recognized as the strongest bank in the Philippines by The Asian Banker in 2013. It is owned by the Ty Family whose major business interests include financial services, real estate development, power, and manufacturing.

What We Offer