Mohd Farop was appointed as Head, User Experience for Touch ‘n Go on 1 April 2021. Previously, he held various leadership positions in Contact Centre, Operations and Customer Experience and he acted as the liaison for BNM and Ombudsman Financial Services (OFS) on customer related matters. He has over 20 years of experience in Financial Services in the areas of general and life insurance, and consumer banking. His areas of expertise include Customer Advocacy, Contact Centre, Customer Experience and Process/Performance Improvement.
As Head, Customer Advocacy at Allianz Malaysia Berhad, Farop was responsible in managing Allianz Life and Allianz General Insurance Contact Center as well as the Roadside Assistance and Accident Contact Center for Allianz General. Prior to that, he was Assistant Vice President, Customer Assurance, Customer Experience & Quality at Citibank Berhad.
His previous working experiences include leading the complaint and investigation portfolio, managing CX blueprint and roll-out, managing including customer centricity culture, enforcing regulatory relation on customer and complaints, and leading process improvement and service quality.
Farop holds professional certifications in Insurance and Unit Trust which include Insurance certification by the Life Insurance Association of Malaysia (LIAM), Insurance certification by the Life Office Management Association (LOMA) of USA and Unit Trust certification by the Federation of Investment Managers Malaysia (FIMM).