FIND YOUR 'BETTER' AT AIA If you believe in better, we'd love to hear from you. About the Role The Customer Retention Manager is responsible for ensuring that premium collection are efficiently managed. Collection processes should be properly established for the various payment facilities, such as OTC, ADA, ACA and online payments, in accordance with existing policies and process guidelines. ROLES/RESPONSIBILITIES OF THE CUSTOMER RETENTION MANAGER: Primarily takes care of customer conservation and continuous engagement with the company. Cognizant of data governance, data privacy and relevant regulations in ensuring continuous, timely and effective engagement with customers. Plans, schedules, supervises and controls work operations within the Customer Retention & Direct Servicing Team. Conducts Daily Review Meetings (DRM) to ensure adherence to standards in terms of turnaround time and procedures. Disseminate or implement new or revised operational procedures, Company rules and regulations as relayed by Management. Approves cases within the approved limits of authorities. Participates in analysis and recommendations of cases referred to the Executive in charge for decision on requests for reconsideration and exception cases. Reviews, edits, approves and/or signs letters, memos and documents and other correspondence to the policy owner, agent or other concerned parties pertaining to billing and collection and orphan servicing. Resolve customer complaints, offer viable courses of action and/or recommend handling of exceptional cases for management approval. Work with Customer Engagement team regarding nurturing communications plan and execution Provides process owner expertise to various initiatives of the Company through attendance to requested meetings, email and phone consultations and the like. Plans and recommends administrative and operational changes to further improve processing and servicing and to maximize manpower utilization. Evaluates job performance of employees for probationary and/or regular appointments and for performance management purposes. Performs other responsibilities and duties periodically assigned by superior in order to meet operational and/or other requirements. MINIMUM JOB REQUIRMENTS: College graduate preferably specialization in Management or Accounting. With 4-5 years of experience in Insurance Operations and with technical knowledge on actual analysis of cases. Working knowledge on the various systems of the Company, basic understanding of product features, and should be able to apply this knowledge in suspense management. Preferably taken basic LOMA courses (1 and 2) Computer skills (MS Office, MS Outlook)