Oky Surya linkedin.com/in/okysurya
■ Career history: Engagement Manager, McKinsey & Company, Indonesia Head of Customer Experience, FWD Insurance, Indonesia Consultant, Deloitte Consulting, Indonesia Operations Excellence Senior Manager, Manulife, Indonesia
■ Education highlights: MBA, Warwick Business School, UK BSc, Oceanography, ITB, Indonesia
■ Nationality: Indonesian
■ Languages:
Indonesian (native) English (fluent)
■ Career achievements: Led the Customer Experience department, consisting of data analytics, customer management, and operations excellence teams, to supervise the implementation of customer experience projects. These projects included telemedicine platform integration and digital claim submission, which led to an increase in the enterprise NPS score by more than 20 points in a single year. Advised one of the largest automotive manufacturers to penetrate and navigate the Indonesian market by implementing a tailored channel strategy, creating an innovative branch model and identifying the most effective sales channels. These efforts led the organisation to surpass its goal, propelling it to become one of the top five automotive manufacturers in the country within a year. Led the customer service transformation programme in an insurance company to improve agent productivity and efficiency. The project focused on implementing omni-channel capabilities and digitising the customer service platform. This effort resulted in increasing the minimum agent occupancy rate to 80% and saving yearly operational expenses by 30%.
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