Branch PIC, Customer Engagement Centres
Apply locations PAMB | Sibu - CECTime Type: Full timePosted on: Posted 3 Days AgoJob Requisition ID: 24110009Prudential'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 Satellite Branch PIC is fully responsible for the overall branch day-to-day operational, customer servicing, and administration. The Satellite Branch PIC has to work closely with the Regional Head in ensuring effective branch operation and meeting the Company standards. The incumbent is required to support & execute the project & initiative implemented at the branch.PRINCIPAL DUTIES & RESPONSIBILITIES:Responsible for the overall branch operations and administration, including handling walk-in customers' enquiries, complaints, and servicing as defined in Branch Transformation.Ensure effective day-to-day branch operation and sufficient staff force to support the daily transaction volume.Attend and process customers' requests within the service level with an average waiting time not exceeding 10 minutes.Track and review customer compliments and complaints.Ensure timely submission of all utilities bills.2. Responsible for overall branch collection for cash, cheque, and EDC over the counter in accordance with Collection Guidelines for PAMB, PruBSN & GI.Perform chief cashier roles and ensure 100% compliance to branch Collection SOP.Coordinate and manage daily collections with CIT.Arrange for special pick up during month-end closing or as required.Distribute the cashier float every morning and ensure it is correct as per entitlement.Ensure daily collection report is sent in a timely manner and filed accordingly.Safeguard the cashier float after working hours.Maintain 100% accuracy in daily collection for all modes & all business.3. Responsible and accountable for the operations and performance of branches as stipulated in the branch SOP.Meet all requirements under all other SOPs for the branch.4. Staff development & engagement:Ensure all branch staff are fully updated and understand the products and services offered by Prudential.Meet all staff's training needs in a timely manner.Conduct on-the-job coaching to improve skills and competencies of staff.Support recruitment and retention activities to facilitate business growth and customer service expansion.Hold regular communication sessions with staff.5. Customer engagement:Build and nurture relationships with agents and policyholders.Provide adequate support to agency & customers in operational matters to meet customer satisfaction.Submit statistics report and customer complaint report on a monthly basis.Conduct Reach Out To Agency sessions monthly to build rapport and address agency issues promptly.Conduct monthly communication sessions with Agency Personal Assistants (PAs) to improve their knowledge on the latest information, products, and processes.6. Quality & Service:Ensure quality service delivery at the branch.Continuously review processes and identify areas for improvement.7. Support and execute the project and initiative outlined in Branch Transformation:Timely implementation of initiatives & achievement of project objectives.Track and monitor results.Regular review and feedback to the Regional Head for continuous improvement.8. Coordinate on property maintenance of premises ensuring furniture, fit-out, and office equipment are in good condition:Coordinate & provide feedback on vendor performance for maintenance outsourcing.Manage building maintenance matters and approve repairs costing less than RM500.Escalate repairs costing more than RM500 to the Property department.JOB SPECIFICATION:Qualifications: Degree in any discipline.Experience: Good interpersonal skills, strong leadership qualities.Knowledge: Product and processes, queue management, staff management.Prudential is an equal opportunity employer.We provide equality of opportunity and benefits for all who apply and perform work for our organization irrespective of sex, race, age, ethnic origin, educational, social and cultural background, marital status, pregnancy and maternity, religion or belief, disability or part-time/fixed-term work, or any other status protected by applicable law. We encourage the same standards from our recruitment and third-party suppliers.About Us Prudential plc provides life and health insurance and asset management, focusing on Asia and Africa. We help people get the most out of life by making healthcare affordable and accessible and promoting financial inclusion. The business has more than 18 million life customers in Asia and Africa. Prudential has been providing trusted financial security for 95 years and is listed on stock exchanges in London, Hong Kong, Singapore, and New York.
We are proud to be included in the 2023 Bloomberg Gender Equality Index, which measures gender equality across five pillars. Our inclusion in this global index is a testament to our commitment to nurturing diverse talent.#J-18808-Ljbffr