Senior Manager, Contact Centre & Agent Service ManagementApply locations Kuala Lumpur (Takaful) time type Full time posted on Posted 30+ Days Ago job requisition id 24090080
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.
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 DescriptionIn 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 the call center efficiency (e.g., log on time, average talk-time available time, etc.
), improve persistency through conservation & outbound call and overall call experience by continuously reviewing the customer service standards.
Motivates staff to perform and deliver excellent service to customers by recognizing good performance, creating a harmonious and conducive working environment for the staff, setting a good example through "leadership by example." To perform staff coaching, counseling, and disciplining; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions.
Shift 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 and manage complaints and escalations from the Team.
Work with relevant Stakeholders in finding resolutions to customers' needs/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.
Work with Digital Services, Product and Operations team in innovating/improving self-services features to customers and agents.
Responsible for conducting compliance checks to ensure that PruBSN is compliant with Shariah and BNM Guidelines for below Policy / Act: FACTA, PDPA, Risk Management, AMLA & Internal Processes.
In charge of the Direct Channel i.e., PruBSN eCommerce's operational services i.e., pre-sales inquiries, follow up on drop off and leads.
Support any new online product implementation (PIC) i.e., from business (operational) requirements, conduct testing and ensure smooth delivery.
In charge of the outsourcer for Retention/Conservation calls and its overall activities, by measuring success rate, conducting audits on vendor policy contracts.
BC/DR lead for Customer Service.
Ensure all BC / DR platforms can accommodate business requirements in contingency mode which includes BC announcement, staff migration, and workforce planning.
Ensure ongoing success of quality and process improvement strategies across multiple data sources through metrics, measurement, and analysis.
Identify areas of improvement and engage stakeholders for deliverables.
Manage outbound and telemarketing activity success rate, identifying areas of improvement.
Qualification and ExperienceTertiary 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 of benefits for all who apply and who perform work for our organisation 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.
About UsPrudentialplc provides life and health insurance and asset management, with a focus on Asia and Africa.
We help people get the most out of life, by making healthcare affordable and accessible and by promoting financial inclusion.
We protect people's wealth, help them grow their assets, and empower them to save for their goals.
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.
The index measures gender equality across five pillars: female leadership and talent pipeline, equal pay and gender pay parity, inclusive culture, sexual harassment policies, and pro-women brand.
Our inclusion in this global index is testament to our commitment to nurturing diverse talent.
Prudential plc is not affiliated in any manner with Prudential Financial, Inc., a company whose principal place of business is in the United States of America or with the Prudential Assurance Company, a subsidiary of M&G plc, a company incorporated in the United Kingdom.#J-18808-Ljbffr