Executive search firm Monroe Consulting Group Philippines is recruiting on behalf of a Philippine-based insurance brokerage firm that provides companies and individuals with access to various insurance and HMO solutions by partnering with different insurance providers and offering advisory, plan comparison, and benefits administration services. The company is looking for an experienced Manager for HR Relations and Customer Care and will be based in Makati.
Human Resources (HR) Relations
- To discharge the following functions as HR Relations:
- Recruitment and Hiring according to the Company's requirements / processes
- Training and Development of new hires including coaching
- Employer-Employee Relations
- Employee Rewards
- To oversee the observance of the Company Policies within the organization
- Handle Disciplinary Actions
- Maintain a Good Company Culture
- Ensuring the Company's treatment of employees is consistent with its core business values and objectives.
- To implement Employee Relations compliant and within or above industry practices and programs.
- Investigating and resolving critical employee issues (i.e. attendance, tardiness, performance issues, non-compliant of company policies) by informing the President in a timely manner. The help of the Company's retainer HR consultant and legal counsel may be consulted, as may be necessary.
Customer Care (CX)
- To ensure that the Customer Care Support Team provides the help and advice to customers in the coordination of services between the customer and the principal providers (HMO, pre-need and Insurance)
- To be responsible for ensuring the Customer Service Level Standards SLS) are met and whenever possible exceeded, to ensure the CentroLink Customer Experience is of the highest standard at all times and the efficiency and effectiveness of the service delivery process.
- To ensure that the team is communicating courteously with customers and the providers by telephone, email, letter and face-to-face interaction within the turn-around time (TAT) policy of the company
- To investigate and solve customers' concerns, which may be complex that have been passed on by customer service personnel
- To handle customer complaints or any major incidents, such as a security issue (data privacy) in a delightful manner and within the shortest time expected
- To keep accurate records of discussions or correspondence with customers
