Amit Malik, who has been the Chief People Officer with Aviva Life Insurance India for over five years has also taken on the additional responsibility of the Operations & Customer Service Officer. People Matters reached out to him to understand more about his current role and what has changed for him.

The role as he tells us is ‘the natural extension of my role in the people department’. For that matter one of the key priorities in the HR function was to set up better processes from customer initiative to portray Aviva as the ‘Employer of Choice’.

Before working with Bank of America, he was the Vice President and HR Business Partner: Consumer Card Operation, Processing Centres & Enabling Functions. Undoubtedly, his experience with the Bank of America will aid him in his new tasks.

He told People Matters, “The new role involves management of key processes and teams like Underwriting, Claims, Customer complaints, Customer support center, Branch services, Proposal stage calling, Agent on-boarding, Customer Retention and driving system thinking approach across organizations.”

With new job also comes new challenges, and on the same Malik said, “The challenges stem from the fact that our customers continue to evolve. The customers of today expect exceptional service and that is a culture that great organizations strive at imbibing across business units and channels. That involves some other things, like being able to service the customer on a real-time basis and being present across multiple platforms; digital being a key one."

The top three focus areas for him would be: keeping the customer at the center of everything Aviva Life Insurance does, moving from complexity to simplicity, and doing more to do less.