Senior Manager, Contact Centre & Agent Service ManagementPrudential'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.
To ensure that PruBSN Customer Service touchpoint, which is one of the key service channels, is being managed at its optimum level to continuously exceed customers' expectation and in meeting the team's objectives and defined KPI.
Job Description
In charge of customer service and conservation operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating mechanisms to improve call center efficiency (e.g., log on time, average talk-time, available time, etc.), improve persistency through conservation & outbound calls, and overall call experience by continuously reviewing customer service standards.
Motivates staff to perform and deliver excellent service to customers by recognizing good performance, creating a harmonious and conducive working environment, and setting a good example through leadership. Performs staff coaching, counseling, and disciplining; communicates job expectations; plans, monitors, appraises, and reviews job contributions. Shifts the mindset and competency of the staff from Customer Service to Customer Advocate.
Owns the Voice of Customers and identifies opportunities to improve the customer experience (NPS) and service deliveries (CSAT & TAT) of Customer Service, managing complaints and escalations from the Team. Works with relevant stakeholders to find resolutions to customers' needs and address customer feedback.
Maintains and improves overall customer service operations by monitoring system performance; identifying and resolving problems; managing system and process improvement, training, and quality assurance programs. Works with Digital Services, Product, and Operations teams to innovate/improve self-service features for customers and agents.
Responsible for conducting compliance checks to ensure that PruBSN is compliant with Shariah and BNM Guidelines for relevant policies and acts: FACTA, PDPA, Risk Management, AMLA & Internal Processes.
In charge of the Direct Channel, i.e., PruBSN eCommerce's operational services, including pre-sales inquiries, follow-up on drop-offs and leads. Supports any new online product implementation (PIC) from business (operational) requirements, conducts testing, and ensures smooth delivery.
In charge of the outsourcer for Retention/Conservation calls and its overall activities by measuring success rates and conducting audits on vendor policy contracts.
BC/DR lead for Customer Service, ensuring all BC/DR platforms can accommodate business requirements in contingency mode, including BC announcements, staff migration, and workforce planning.
Ensures ongoing success of quality and process improvement strategies across multiple data sources through metrics, measurement, and analysis. Identifies areas for improvement and engages stakeholders for deliverables.
Manages outbound and telemarketing activity success rates, identifying areas for improvement.
Qualification and Experience
Tertiary education in any field.
Experience: more than 5 years in a supervisory role in a customer service environment.
Experience in takaful/insurance and vendor management is an advantage.
Experience in Outbound and Tele Marketing is an advantage.
Customer-focused with excellent process improvement skills, the ability to work with a positive attitude & excel under pressure.
Decision-making, managing processes, and emphasizing excellence.
Articulate and proficient in written and spoken English & Bahasa Melayu.
Proficient in Microsoft Office applications.
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, taking into account the context of grade, job, and location. We also allow for reasonable adjustments to support people with individual physical or mental health requirements.#J-18808-Ljbffr