IHDS Deep Dive: Operations
A conversation with Helga Gils, COO Europe & APAC
You lead Europe & APAC Operations. Tell us more about EGS Group Health.
The team manages and delivers best-in-class customer service to GEH Europe, our corporate expat business, and IOH, the IGO, NGO, and government business. We offer globally-relevant service delivered through a 24/7 service center with operations in Europe, Africa and Asia.
What’s EGS and Group Health Team been focused on to this point?
Achieving service stability by nailing the fundamentals – achieving internal KPIs and delivering on specific Performance Guarantees – with great results.
How are you building on this strong foundation?
We’re striving to create a five-star customer experience and focusing on first-time resolution, a critical customer satisfaction and NPS driver. We’ve delivered record NPS results:+40 for IOH (vs. 38 target) and +50 for GEH (vs. 48 target)! Our teams continue to go above and beyond for those we serve.
That’s impressive! What’s in store for 2024?
Continuing our drive to provide a best-in-class service experience through incremental enhancements while supporting segment-specific growth and affordability aims. We’ll be leveraging broader IHDS capabilities thanks to the combined organization, while investing in our greatest asset – our talent.
The future sounds exciting! Let’s switch gears – tell us about APAC Operations.
The one-year-old APAC GEH team, based in Kuala Lumpur, manages the Group Health expat business for APAC, which covers Singapore and Hong Kong. The team is transferring work from the team in China, which continues to support the Kuala Lumpur operation.
What has the team been focused on this year?
Despite the transition from China to Kuala Lumpur, the team has remained resilient and achieved improved KPIs. Our focus is now on quality and first-time resolution - service delivery stabilization and creating trust in the market remains our primary focus.
What’s ahead for the team as we look to 2024?
We’ll work on strengthening service delivery and delighting the customer when we’ve fully stabilized. We’ll be on strong footing to achieve these goals with the local team supported by the broader IHDS model.
Thanks for sharing your insights with us, Helga.
Thank you! it’s been an exciting journey to this point and we’re looking forward to what’s ahead, thanks to the hard work of our teams!