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Head of Customer Satisfaction

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Head of Customer Satisfaction

  • Location:

    Ho Chi Minh City

  • Sector:

    Monroe Insurance & Legal

  • Job type:


  • Salary:


  • Contact:


  • Contact email:

  • Job ref:


  • Published:

    18 days ago

  • Expiry date:


  • Client:

    Monroe Consulting Group

International award-winning executive recruitment expert Monroe Consulting Group is recruiting on behalf of a multinational insurance company in searching for an outstanding Head of Customer Satisfaction with the purpose of "To help people get the most out of life" and aspiration of "To be the role model of delivering best-in-class customer-centricity experience". They aim to leverage innovative sales operating model, technology solutions, ecosystems and resourceful workforce along with large scale service network to deliver highest values to every Vietnamese household.

Job Responsibilities:

  • Direct the continual review of customer experience and recommend strategies & action plans to ensure a comprehensive service strategy that supports a customer-centric organization.
  • Lead continuous improvement to ensure effective frontline service delivery and customer care activities, in General Agency, Contact Center, Partners and every customer touchpoints and journey;
  • Develop and implement tracking & reporting standards and systems for all customer experience activities for new and existing policies and policyholders;
  • Actively collaborate with Customer Service, Operations, Operations Transformation and Distribution Services to ensure the delivery of a fully aligned customer servicing and support framework;
  • Actively collaborate with Customer Experience - Marketing to ensure fully aligned customer voice and messaging;
  • Drive strategic planning & initiatives where customer service and sales support expertise are required;
  • Identify and develop solutions / opportunities brought about by regulatory challenges/changes; new technology and service opportunities.
  • People Management
    • Define, communicate and execute a development plan to attract and ensure career growth and success of customer service and satisfaction staff;
    • Recruit, build and develop an engaged, competent and effective team;
    • Conduct and document regular performance reviews and an annual review;
    • Implement open and clear lines of communication with the team through regular career development discussions with direct reports, in line with the PVA Performance Management Process;
    • Establish a framework to retain high-potential and high-performance team members, by identifying talent and implementing clear succession plans.
  • Risk Management
    • Implement robust governance (operational processes & procedures) in close consultation with local (PVA) and regional (PCA) Risk, Governance & Compliance guidelines and rules;
    • Maintain a Quarterly Departmental Risk Register (DRR) to capture both significant and non-significant functional risks;
    • Be responsible & accountable for planning/execution of business objectives in conformity with risk management requirements and compliance with all internal and external regulations

Job Requirements:

  • University degree; at least 10 years of experience in customer services management. Master degree is a plus.
  • Experience in Life Insurance / Financial service.
  • Understand Life Insurance market is an advantage;
  • Strong at People development and management;
  • Ability to manage conflict; identify issues and work to resolve them in partnership with other stakeholders and have an ability to operate effectively under pressure and deliver results.
  • High agility to change (innovation mindset);
  • Well-structured thinking and customer mindset;
  • Demonstrate to work across the organization and drive continuous improvement