Suren Perera

- Accountability to ensure a high level of customer experience and customer satisfaction - Overlook the call center team (inbound & outbound) - Setting up and launching a new Tele-Sales operation, inclusive of new systems and processes to achieve the annual sales target. - Overall responsibility for overseeing customer complaint management and complaint resolution. - Customer Life Cycle Management, to maximise satisfaction of customers as well as revenue collection via policy retention and Existing Customer Marketing campaigns. - Management of CRM system to ensure high-level, personalised customer service and meeting of service SLA's - Setting up of Customer Experience Management Framework to streamline business processes in line with customer expectations and business ambitions. - Overlooking the Customer Research & insights framework. - Implementation of Customer Rewards & Loyalty Propositions

- Social listening and consulting services to multiple corporates (local and multinational). - Marketing consulting to leading financial service providers. - Process outsourcing – service outsourcing - Content Marketing

- Taking the AIA brand value from unknown to known in Sri Lanka - Transforming the traditional business generation and channel marketing support model: The innovative AIA in Town model delivered business leads, built brand presence and created engagement with public, through innovative use of both traditional ATL/BTL campaigns, engagement activations, digital & OOH branding. - Launch of AIA Sri Lanka Social Media. Facebook page that grew to a fan base of 80K within a year. - Becoming Number 1 in PR: Transformed the company’s PR strategy from being corporate event-based PR to a human interest + rich content. This resulted in AIA achieving No 1 rank in the industry for 2015 & 2016. - Country ‘lead’ for AIA groups' strategic priority Ease of Doing Business (EODB) in Sri Lanka (2014-16). EODB focused on listening to customer feedback, transforming customer communication to simple language, setting up the digital infrastructure & process enhancements to make AIA easy to do business with. - Utilising/creating digital assets to drive sales / leads e.g. launch of Automated Sales Leads management system, Existing Customer marketing. - Leading New Proposition/ Product development and product marketing. - Award-winning CSR & Recognitions: Best commercial of the year - 2014 at Sumathi advertising awards for Poson Safety CSR campaign, Social Empowerment award at the ‘International Asia Responsible Entrepreneurship Awards 2014’, Top 5 Best Sustainability Projects awarded by the Ceylon Chamber of Commerce - 2014. - Launch of AIA Vitality: An innovative and unique science backed health and wellness program that encouraged and rewarded it’s users to embrace healthy lifestyles. Enrolling of over 5,000 users within 1 month of public launch in January 2017.

- Leading the corporate product function responsible for overall conceptualising, designing, and launching of over 10 insurance products. This included award-winning marketing campaigns across product categories such as Pensions, Protection, Health, and Savings. - Heading research and Customer strategy. Achieving customer satisfaction/recommendation targets measured via NPS (Net promoter score) through effective execution of customer engagement and satisfaction strategies. - Driving Customer loyalty and engagement through various customer engagement initiatives including the company’s the first ever mass customer rewards program, while achieving corporate product mix targets KPIs etc.

Completed all MBA modules