Prudential's purpose is to be partners for every life and protectors for every future. Our purpose encourages everything we do by creating a culture in which diversity is celebrated and inclusion assured, for our people, customers, and partners. We provide a platform for our people to do their best work and make an impact to the business, and we support our people's career ambitions. We pledge to make Prudential a place where you can Connect, Grow, and Succeed.The incumbent plans, coordinates and directs the support service delivery to customers. This position leads and manages a team of Customer Care Frontline Executive/AM in delivery of consistent exceptional PRUexperience, care & quality and fulfillment of service level standards.The Manager is responsible for his/ her team's performance against specific KPIs established. He/ she will also work closely with inter/ intra departments towards achieving departmental and organizational goals.PRINCIPAL DUTIES & RESPONSIBILITIES:- Deliver the best 'first impression' and consistent exceptional PRUexperience to customers across all channels- Ensure customers are given meaningful updates for non-FCR cases handled by Customer Care- Ensure complex customer's needs are fulfilled by performing timely escalation and proper handover of non-FCR cases- Deliver meaningful and value-added outbound services- Prompt disseminate of information to team members in ensuring accurate and updated policy information is conveyed to customers.- Investigate, rectify and perform root cause analysis by adopt the 5-why approach on complaints or feedback lodged against team members.- Handle escalated calls and perform service recovery.- Resolve customer request/ complaints in an efficient and timely manner within Service Level.- Monitor team adherence, punctuality and overall discipline.- To coach and provide motivational assistance to the team to better manage retention.- Conduct debrief sessions and monthly performance updates and identify service improvements ideas or areas.- Ensure consistent call monitoring on team members to ensure quality, efficiency and compliance.- Motivate, coach and develop team members to ensure they deliver the expected level of service or higher.- Identify knowledge gaps and training needs.- Ensure manpower is optimized at all times and daily service level target are met.- Ensure team complies with company and regulator policies. eg. BNM, LIAM.- Liaise with relevant department to resolve issues.- Liaise with external service provider when necessary to perform any other duties as assigned.- Keep up to date on new enhanced products / services in order to maintain a high level of quality service to customers.- Participates in adhoc projects and manages the development of key Customer Engagement innovationsJOB SPECIFICATION:**Qualifications**:- Bachelor's Degree, Post Graduate Diploma, Professional Degree, Master's Degree, any field.Experience- At least 5 years of Customer Care experience in managerial or leadership role with proven track records.- Minimum 2 year of experience in the insurance industry is advantageous.- Good command of spoken and written English. Ability to speak Mandarin and/or other dialects will be advantageous.- Able to work and manage in a fast pace and stressful environment.- Able to multi-task to take on ad-hoc projects.- Able to resolve customer complaint and perform service recovery by display Core Value in all interactions with customer.- Must be self-directed and able to meet deadlines with mínimal supervision.- Demonstrated organizational and time management skills.- Exercise flexibility and highly self-motivated.- Ability to handle confidential material relating to employee and company information.Knowledge- Knowledge in Customer Care operations involving calls, correspondences and live chat.- Knowledge in insurance industry especially the company's products/ processes and digital technologies will be advantageous.
