Position Overview
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 centerDeliver 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...