To monitor + report on operational performance of carriers + other vendors as well as ensuring strong data quality for timely + accurate customer reporting.
Conduct structured customer interviews (buyers and non-buyers/churned prospects) to understand satisfaction, drop-off reasons, and unmet needs, using interview guides and frameworks provided by the CX Executive.
Lead the strategy, planning, and execution of nationwide enterprise engagement initiatives including events, sponsorships, workshops, executive roundtables, partner collaborations, solution showcases, roadshows, and customer programs across SME, Public Sector, and Large Enterprise portfolios.
Handles customer enquiries and complaints regarding all activities in insurance policy operation process such as Underwriting, Policy Owner Service, and Claims (PA approval, case assessment, appointment booking).
Serve as the primary customer contact point, developing and maintaining strong relationships with customers and business vendors to deliver a positive and consistent customer experience