Director of Assistance Services (Malaysia and Singapore)
International SOS
Total years of experience :29 years, 9 Months
•Ensure that all departments of the Alarm Center understand our client needs and provide excellent quality of service to clients.
•Ensure that the Alarm Center is productive, efficient and cost effective in all its operations.
•Measure and analyze staff performance and set clear standardized KPI. Set clear objectives and standards and ensure that processes are in place both to measure performance against these and to take corrective action.
•Cooperate and work closely with the S&SEA regional office to ensure Operational Policies, regional and corporate directives, projects and initiatives are effectively implemented within the assistance platform.
•Ensure that standard policies, workflows and procedures are in place to support the operation of the Alarm Center.
•Strive to be compliant to the Alarm Center standards, Medical Transport Standards and Magellan Business Rule.
•Ensure that the Global Assistance Network is developed to both lead and support the growth of business opportunities, strong focus on rightsizing.
•Implement and integrate the appropriate IT systems and technologies with focus on change management to ensure continuous improvement of quality, profitability and efficiencies within the Alarm Center and cross functional
•Create an Alarm Center working environment which is built on the company’s core values.
•Work closely with HR to ensure that the Alarm Center is appropriately staffed with capable, qualified employees through appropriate recruitment, deployment and retention of staff.
•Have a strong focus on people development to drive staff retention and consistent growth of experienced staff within the Alarm Center, and cross functional
•Ensure that all Alarm Center staff are appropriately oriented into the company as new starts, and then trained and developed on an ongoing basis.
•Work closely with Singapore Alarm centre to optimize efficiencies during cases
•Liaise with the Finance and Marketing departments to drive maximum income from assistance services, tracking daily and weekly financial performance.
•Be responsible for the profitability of the Alarm Center and creating the organizational structure that can drive revenue enhancing activities and aim towards capturing private case opportunities
•Work closely with Sales and Marketing during acquisition of new clients to ensure clear delivery processes to meet SLA & contract deliverables
•Support Sales & Marketing by defining the Alarm Center capability, true value proposition and cost requirements for client presentations, products and services.
•Work with the management team to devise ways to increase new product offering and development, based on input from the Operations, Medical and Sales & Marketing teams.
•Ensure that corrective systems and procedures are established within the Alarm Center to address client complaints.
•Ensure that operations-related information necessary for internal and external reporting is available and accessible. Make sure mechanisms exist to extract this information, and that the information has integrity.
•Ensure that Alarm Center data is consolidated as necessary, and that all relevant reports are completed accurately and in a timely manner.
•Be responsible for reporting on individual & departmental performance across the platforms
•Identify training needs & address requirements
•Float management in liaison with Finance Department (WIP)
TO ASSUME OVERALL MANAGEMENT RESPONSIBILITY FOR ASSISTANCE SERVICES, HEALTHCARE MANAGEMENT OPERATIONS AND GLOBAL ASSISTANCE NETWORK & OUTBOUND (AIG & ABSA) IN THE SOUTHERN AFRICAN REGION.
INTEGRATE TECHNOLOGICAL INITIATIVES AND IMPLEMENT COMPANY CHANGE MANAGEMENT STRATEGIES TO ENSURE CONTINOUS QUALITY, PROFITABILITY AND EFICIENCY
ENAGAGE WITH SALES AND FINANCE TO ENSURE THAT MAXIMUM MARGINS ARE DERIVED FROM SERVICES PROVIDED
CLIENT MANAGEMENT
MONITOR AND REPORT ON EACH BUSINESS UNITS PERFORMANCE
OVERSEE RECRUITMENT AND APPOINTMENT OF ALL STAFF
MANAGEMENT OF TRAINING AND QUALITY TEAMS
MANAGEMENT OF TRAVEL AGENCY, RESOURCE PLANNING AND MANAGEMENT INFORMATION TEAMS
TO MANAGE THE DAILY PLANNING AND OPERATIONS OF THE CALL CENTRE TO DELIVER TARGETED CUSTOMER SERVICE STANDARDS
ESTABLISH AND MANAGE THE PERFORMANCE GOALS OF THE CALL CENTRE TO ALIGN WITH THE CLIENT BUSINESS OBJECTIVES
PROVIDE LEADERSHIP TO THE CALL CENTRE EMPLOYEES AND FACILITATE TEAMWORK TO ACHIEVE EXCELLENT CUSTOMER SERVICE
MANAGE THE PROGRAMME FOR THE RETENTION, TRAINING, DEVELOPMENT, MANAGEMENT AND MOTIVATION OF STAFF
ESTABLISH ROBUST PROCESSES FOR MONITORING CALL CENTRE PERFORMANCE VIA CALL MONITORING, TO ENSURE TRAINING PROGRAMS AND DEVELOPMENT PLANS ARE ALIGNED TO THE ACHIEVEMENT OF TARGET CUSTOMER SERVICE STANDARDS
ESTABLISH PROCESSES FOR CUSTOMER CALL FORECASTING, ANALYSIS, AND WORKFORCE PLANNING AND ROSTERING TOOLS IN ORDER TO ACHIEVE THE TARGET SERVICE LEVELS
DEVELOP ROBUST PROCESSES FOR FORECASTING AND SCHEDULING RESOURCES FOR LONG TERM CAPACITY PLANNING AND FOR MARKETING CAMPAIGNS
TO COMPLY WITH ALL INTERNAL CONTROL STANDARDS, COMPLIANCE AND OPERATIONAL RISK MANAGEMENT POLICIES, COMPANY POLICIES AND LOCAL COUNTRY REGULATIONS
TO CONDUCT STAFF MEETINGS AND PROVIDE SUPPORT / UPDATES FOR SALES CAMPAIGNS AND ACTIVITIES, PROCEDURAL CHANGES, MANAGEMENT DIRECTIVES
RESPONSIBLE FOR WORKFORCE MANAGEMENT OF MULTIPLE CALL CENTRE OPERATIONS ACROSS SOUTH AFRICA
TO ACHIEVE BUSINESS RESULTS IN LINE WITH OPERATIONAL TARGETS, DELIVERING 1ST CLASS CUSTOMER SERVICE.
DEVELOP & IMPLEMENT A PROFITABLE STRATEGY FOR DIRECT BUSINESS THEREBY PROVIDING A STRONG INVESTMENT CASE FOR INCREASING MARKET EXPENDITURE.
FOCUS ON GENERATING PROFIT FROM WELL MANAGED CUSTOMER RELATIONSHIPS, AND DELIVERY OF EXCELLENT CUSTOMER SERVICE LEVELS.
TO DRIVE OUT NON PRODUCTIVE COSTS BY IMPLEMENTATION OF NEW PROCESSES AND TECHNONOLGY
DEVELOP OPEN CULTURE TO ENCOURAGE NEW OPERATIONAL/PROCESS IMPROVEMENTS IDEAS FROM ALL INDIVIDUALS.
ANALYSIS OF RFP’s AND SUBMISSION OF BIDS
SET AND AGREE PERFORMANCE FOR ALL DIRECT REPORTS
REPORT TO SENIOR MANAGEMENT ON CAPACITY IN TERMS OF INVESTED INFRASTRUCTURE AND HUMAN RESOURCES
NEGOTIATE SERVICE LEVEL AGREEMENTS WITH STAKEHOLDERS AND MANAGE ACCORDINGLY IN TERMS OF DEPARTMENTAL DELIVERY AND BUSINESS RULES
COMMUNICATE TO ALL STAKEHOLDERS IN TERMS OF FORECASTING, SCHEDULING, CAPACITY, FLEXIBLE STAFFING SOLUTIONS AND CONTACT CENTRE PERFORMANCE
BUSINESS REPRESENTATIVE AT PROJECT MANAGEMENT LEVEL
SUPPORT BUDGET FORECASTS AND INVESTMENT APPRAISALS
DESIGNED RFP MODELS IN CONJUNCTION WITH WORLD OUTSOURCE
ASSESSED DATA AND CALCULATIONS OF HISTORICAL PATTERNS, FORECASTING PARAMETERS, INTERNAL GROWTH, DAY-OF-THE-WEEK FACTORS, SEASONAL FACTORS
ASSESSED ROUTING AND MESSAGING REQUIREMENTS
AUTHORIZED ROUTING AND MESSAGING
ALLOCATED AGENT TRACE
MANAGED SITE IN TERMS OF FORECASTING, SCHEDULING AND REAL TIME ADHERENCE
ASSESSED ACCURACY ON SYSTEM AND MIS
INVOLVEMENT WITH PROJECTS AFFECTING STAFFING, ROUTING AND MESSAGING
BACK-UP TO RESOURCE PLANNERS
OPERATIONALLY CO-MANAGE DEPARTMENT
MANAGE STAFF PERFORMANCE
MANAGE STAFF DEVELOPMENT AND MOVEMENT
AGREE AND IMPLEMENT TRAINING AND DEVELOPMENT PLANS
COMMUNICATE AND ENSURE ADHERENCE TO STANDARD OPERATIONAL PROCESS AND PROCEDURES
ANALYSE RESULTS FROM CUSTOMER SERVICE SURVEYS AND IMPLEMENT CORRECTIVE ACTION ON AN OPERATIONAL LEVEL
COMPILE MIS
INITIATE PROJECTS AS REQUIRED
CREATE AND MAINTAIN RELATIONSHIPS WITH RELEVANT INTERMEDIARIES
ENSURE EMPLOYEE SATISFACTION THROUGH MOTIVATION, INCENTIVES AND CONDUCIVE WORKING ENVIRONMENT
INITIATE AND PROVIDE CONTACT CENTRE SOLUTIONS TO INTERNAL CLIENTS OF THE GROUP
• SET AND AGREE PERFORMANCE STANDARDS FOR ALL DIRECT REPORTS
PLAN AND PRIORITISE RESOURCE DEPLOYMENT WITHIN THE TEAM TO MAXIMISE OPERATIONAL PERFORMANCE
MANAGE, MOTIVATE, COACH AND DEVELOP STAFF
MONITOR AND MANAGE RESOLUTION OF CUSTOMER COMPLAINTS
CONTRIBUTE TO CONTACT CENTRE OPERATIONAL AND BUSINESS PLANNING
ENSURE HIGH STANDARDS OF KNOWLEDGE AND ADHERENCE TO PROTOCOLS
•MARKETING OF ALL BANK PRODUCTS
•ASSISTING CLIENTS WITH FIRST AND SECOND LEVEL QUERIES
•ASSISTING CLIENTS WITH ALL NON-CASH RELATED TRANSACTIONS
MARKETING AND SALES OF VARIOUS PRODUCT LINES TO NEW AND EXISTING CLIENT BASE
2IC TO COUNTRY MANAGER
SOURCING NEW CLIENTS AND MEETING AND PRESENTING PRODUCT LINES
COMPLETION OF ALL IMPORT EXPORT DOCUMENTATION
WRITE WEEKLY COLUMNS ON THE ENTERTAINMENT INDUSTRY
GUEST WRITER ON OTHER PUBLICATIONS IN THE SAME STABLE
ASSISTED WITH DESKTOP PUBLISHING
PERFORMED A BUSINESS DEVELOPMENT FUNCTION AS PART OF MY ROLE AS WELL
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