Job Summary
The Assistant Manager, Customer Experience is responsible for overseeing the daily customer experience operations for ICEA LION General Business. The role ensures seamless service delivery, efficient issue resolution, and process optimization to enhance customer satisfaction. It also involves driving strategic initiatives, digital transformation, and business improvements that align with our customer experience vision
Key Responsibilities
1. Leadership & Supervision
· Support the definition and execution of customer experience strategic goals.
· Coordinate Customer Experience deliverables with key stakeholders
· Oversee performance management, delivery guidance, coaching, and career development guidance for any assigned team members.
· Optimize customer excellence, through tracking key deliverables, process improvement and innovation.
2. Customer Experience, Front Office Operations
· Oversee the daily operations of the Customer Experience, Front Office function across multiple locations.
· Ensure that customer inquiries, complaints, and issues received via different channels are addressed promptly and effectively.
· Work closely with the distribution and operations teams to ensure seamless business onboarding processes.
· Monitor team and individual performance, analysing trends to drive improvement initiatives.
· Maintain optimal staffing levels based on service demand, campaign needs, and operational trends.
· Enhance processes, workflows, and system efficiencies to optimize operational effectiveness.
3. Customer Engagement & Communication
· Develop and oversee proactive customer engagement initiatives to enhance retention, loyalty and satisfaction.
· Implement personalized service strategies to improve the customer experience across various touchpoints.
· Organize different teams towards delivering clear, accurate, and empathetic communication.
4. Digital Transformation & Process Optimization
· Identify opportunities to digitize and automate customer experience processes for improved efficiency.
· Collaborate with Technical & Transformation teams to enhance self-service platforms and digital engagement tools.
· Drive adoption of technology solutions to enhance customer interactions and service delivery.
5. Quality Assurance & Compliance
· Establish and monitor service standards to ensure a consistent and high-quality customer experience.
· Optimize Quality Assurance and Control across different processes.
· Ensure adherence to service-level standards (SLS) and turnaround times (TATs), recommending corrective measures where necessary.
· Optimize data accuracy and record-keeping standards in compliance with company policies.
6. Training & Staff Development
· Develop and implement training programs to enhance customer experience performance & collaboration
· Conduct ongoing coaching, mentorship, and skills development initiatives.
· Ensure that supervised teams are up to date with ICEA LION’s products, services, policies, and systems.
7. Reporting & Performance Analytics
· Define and track key customer experience metrics, analyzing trends to drive continuous improvement.
· Generate regular reports on customer service performance, operational efficiency, and team productivity.
· Use data-driven insights to recommend process enhancements and service innovations.
8. Administrative & Strategic Support
· Foster a culture of customer-centricity, professionalism, and agility across all customer experience teams.
· Safeguard the company’s reputation by ensuring a high standard of customer service at all touchpoints.
· Support broader CX strategic initiatives by contributing to innovation, service excellence, and digital transformation efforts.
RequirementsSkills and Competencies
o Stakeholder relationship management
o Reporting, presentation, interpersonal & communication skills
o Leadership and supervision skills
o Project management and analytics skills
o Tech-savvy, creative and innovative
o Training and coaching skills
o Quality Assessment
Exposure
- Leadership exposure in Customer Experience and related functions, within financial or insurance services
- Exposure in Customer Experience metrics
- Involvement in projects & project management
- Involvement in Training, Coaching and/or supervising staff
Academic Qualifications
A degree in Business Administration or related discipline
Strong knowledge of insurance products, particularly General Business products
Additional course in insurance is an added advantage
Experience
5 years working experience in Customer Experience/Operations with supervisory duties
Professional qualifications
Diploma or other professional training in Customer Services Management is an added advantage
