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Job description for Head of Operations Excellence at Prudential Vietnam Assurance Private Ltd
- Develop Customer Expectation/Experience Model and Operational excellence framework to enhance customer experience, service quality across the touch points is managed, monitored to be able to identify opportunities for continuous improvements.
- Lead a team of Operational Excellence to provide service delivery quality assurance activities at every customer touchpoint to ensure the customer expectation is met, services provided are consistent, per our Customer Experience Model, standards and enhance customer experience
- Budget Management – Keep the budget under control.
- Accountability & Responsibility for individual action items - Proactive engagement to work
- Help business and management by suggesting/following remedial or corrective actions to ensure quality of transaction performing at every touch-point
- Efficiently manage all activities/process in Operating Manual of all Operations Section, ensuring that those processes comply with standard of PVA and PCA
- Determining, negotiating and agreeing on in-house quality procedures, standards and specifications
- Others: to be assigned by the Line manager or Company’s management (if any)
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