Customer Experience, Complaints & Retail Customer Support Manager

Key Responsibilities & Accountabilities• Develop and execute customer feedback mechanisms, including NPS and satisfaction surveys, to gauge customer experience.• Analyze survey results and customer feedback to identify pain points and develop action plans to improve the customer journey.• Lead initiatives to address customer pain points by revamping communication channels and enhancing current or creating new customer journey touchpoints.• Define and implement the CX and complaints strategy, setting clear team objectives and KPIs.• Launch and monitor the impact of the AXA Honor program phases 2 and 3.• Design and introduce new value propositions aimed at increasing customer satisfaction, retention, and loyalty.• Ensure the team consistently meets KPIs, consolidating performance data and quality metrics monthly.• Collaborate with team members to achieve individual and team targets, both qualitative and quantitative.• Manage retail customer requests end-to-end through the Retail Customer Support team, ensuring timely and effective resolution of requests.• Handle VIP customers, social media engagements, and sensitive cases when required.• Prepare and present detailed reports, including compliance, weekly performance, and quality assurance reports.• Engage with complainants in a sensitive and empathetic manner, especially regarding fraud and scam-related issues.• Lead initiatives and projects based on complaint investigations, such as Missing and Delayed Requests, to enhance complaint handling processes.• Use appropriate investigation methods for sensitive complaints, including social media and FRA cases.• Ensure departmental compliance with AXA standards and contribute actively to compliance processes.• Participate in departmental meetings and support onboarding and training of new team members.• Continuously monitor team performance and develop tailored training and development plans for team members.• Oversee adherence to shift schedules and work hours, ensuring operational efficiency.• Conduct coaching sessions and one-on-one meetings, especially with team leaders, to foster professional growth.• Provide ongoing support to team members by addressing questions and resolving issues.• Create and maintain a positive, healthy, and motivating work environment.Job SpecificationsEducation / Certification• Bachelor degree in any field.•10 years of experience in similar field.Soft Skills & Behavioral Competencies• Proven experience in Customer Experience, Complaints Management, or similar roles within the insurance or financial services industry.• Strong leadership and team management skills.• Excellent communication, interpersonal, and conflict resolution skills.• Ability to analyze data and generate actionable insights.• Knowledge of compliance standards and quality assurance in customer service.• Proficiency in CRM systems, customer feedback tools, and reporting software.• Customer-centric mindset with a proactive approach to problem-solving.