JOB SCOPE: The incumbent plans, coordinates and directs the support service delivery to customers. This position leads and manages a team of Customer Service Executive/AM in delivery of consistent exceptional PRUexperience, care & quality and fulfillment of service level standards.
The Branch Head/Branch PIC 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 Engagement Centers
• 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 enquiry 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 service 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.
JOB SPECIFICATION: 1.Degree in any discipline
2.Good interpersonal skills
3.Strong leadership quality
4.Knowledge:
· Product and processes
· Queue management
· Staff management