Customer Experience Associate

Entity: Allianz Insurance Singapore

Allianz Insurance Singapore was established in June 2020, and today we’re one of the fastest-growing insurers in Singapore, headed for the top spot in some of the product categories we’re selling in. This isn’t a fluke but a result of effective leadership, a culture of can-do will-do, and an amazing team that’s #UnstoppableTogether, come what may.

The Allianz Emerging Talent Program is an intensive 18-month initiative designed to provide associates with a comprehensive immersion into the General Insurance industry. Throughout the program, associates will receive structured on-the-job training tailored to their assigned positions and engage in rotational assignments across various projects, tasks, and departments, facilitated by dedicated mentors for each rotation. Associates will also benefit from mentorship by senior leaders within the company. This multifaceted approach ensures that associates gain learning experiences and emerge from the program well-prepared to assume permanent roles within the company.  

Our Opportunity:

The Customer Experience Associate will be supporting both the Customer Experience Lead as well as Distributor Support Lead to deliver superior experience to the customers and distributors. This role focuses on ensuring a positive customer and distributor experience and will involve key tasks such as assisting in procurement activities across the entire organization, monitoring customer and distributor centricity KPIs dashboard, leading various process optimisation projects, and reviewing/ formalising SOP and process documentation. The main objective is to provide excellent customer service experience for all stakeholders, both internal and external.

Key Responsibility Areas:

Procurement Management

• Collaborates with internal stakeholders to identify procurement needs, providing timely support throughout the process
• Ensures accurate documentation and maintenance of vendor information, contracts, and compliance records.
• Track vendor performance and ensure adherence to agreed-upon standards and procurement guidelines.

Customer and Distributor Centricity KPI Dashboard Management

• Assists in monitoring and analyzing key performance indicators (KPIs) on the customer and distributor centricity dashboard
• Contributes to the development and maintenance of the dashboard by gathering and validating data, ensuring its accuracy and reliability
• Provide support to the Customer Experience Lead and Distributor Support Lead by preparing reports and presentations for management review
• Analyse data trends and patterns, and propose strategies and initiatives to enhance the overall customer experience, driving improvements in satisfaction and loyalty

Process Optimisation

• Analysing and optimizing business processes within the organisation utilising process mining software and techniques to identify efficiencies, bottlenecks, and opportunities for improvement
• Use the process mining software to provides actionable insights that can be used to streamline processes, reduce costs, improve cycle times, enhance quality, and maximize operational efficiency.

Review/Formalisation of Standard Operating Procedures (SOP) and Process documentation

• Evaluating and refining existing standard operating procedures (SOPs) or process documentation, to ensure clarity, accuracy, and compliance with regulations and internal policies
• Identify any gaps, inconsistencies, or areas for improvement in the existing SOPs or process documentation. This may involve consulting with subject matter experts and cross-functional teams to gather insights and feedback.
• Incorporating feedback and required changes into the SOPs or process documentation.

Capabilities and Qualifications:

Technical Skills

• Graduating students or fresh graduates (less than 2 years of work experience) with a university degree in business administration, marketing, or a related field.
• Proficiency in MS Office software applications (Word, PowerPoint, Teams, SharePoint).
• Advanced knowledge of Microsoft Excel, including data analysis, pivot tables, and complex formulas.
• Basic understanding of procurement principles and vendor management is a plus.
• Strong analytical skills with the ability to gather and interpret data.

General Skills

• Excellent communication and interpersonal skills.
• Detail-oriented with a focus on quality assurance and process improvement.
• Self-motivated and able to manage multiple tasks simultaneously.
• Ability to work independently and proactively seek solutions, even when faced with unfamiliar or challenging situations.

51837 | Customer Services & Claims | Entry Level | n.a. | Allianz Singapore | Full-Time | Temporary

Allianz Group is one of the most trusted insurance and asset management companies in the world. Caring for our employees, their ambitions, dreams and challenges, is what makes us a unique employer. Together we can build an environment where everyone feels empowered and has the confidence to explore, to grow and to shape a better future for our customers and the world around us.  We at Allianz believe in a diverse and inclusive workforce and are proud to be an equal opportunity employer. We encourage you to bring your whole self to work, no matter where you are from, what you look like, who you love or what you believe in. We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, disability or sexual orientation. Great to have you on board. Let's care for tomorrow.

Note: Diversity of minds is an integral part of Allianz’ company culture. One means to achieve diverse teams is a regular rotation of Allianz Executive employees across functions, Allianz entities and geographies. Therefore, the company encourages its employees to have motivation in gaining varied skills from different positions and to collect experiences from across Allianz Group.