Manager, Customer Contact Centre

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.

This position reports to a senior manager of Customer Contact Centre and will be primarily responsible to manage sub teams of inbound customer hotline, oversee its day-to-day operations and drive continual improvements of customer experience. To drive retention or any ad-hoc initiatives in order to improve customer's satisfaction as well as to build extra value to Customer Contact Centre.

Job Responsibilities:

• Oversee hotline sub-teams' performance (productivity, quality and TAT) to ensure the team meeting the KPIs and compliance with company's standard, analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction. related regulatory as well as other statutory guidelines and requirements. Compile regular team performance reports to senior management and ad hoc reports whenever necessary.
• Act as a reviewer to review and approve the solutions for complex/potential complaint/complaint cases, special requests and escalated cases handled by team members. Actively communicate or investigate with Policy Administration, Claims, sales channel and any relevant department to ensure the solution to customer is appropriate and the best from the company. Handle escalated case from the team whenever necessary.
• Conduct regular services calls reviews, identify inconsistency, inefficiencies, emerging trends, best practice, etc. and provide immediate feedback to handler and/or relevant stakeholders discuss and propose improvement plan to management for promoting long term operation and service excellence.
• Support the senior manager to drive strategic business and operations efficiency initiatives, regularly review and update guidelines and SOP of call centre. Act as hotline SME, provide input and user requirements to project teams for operation flow / system enhancement. Taking on other tasks or projects to support employees, other managers, and call center operations.
• Hold one to one meeting, coaching and training, to help team members grow in knowledge and soft skills, ultimately improve overall team performance and customer experience.
• Prepare statistical analysis and management reports to facilitate management to review on business and service improvement initiatives.

Job Requirements

• University graduate in any discipline
• 10 years of experience in Customer Service Operations, in which 5 years in supervisory role
• Strong knowledge and experience of best practices in building and maintaining customer relations and experience
• Good life insurance operational knowledge and experience, GI experience is a plus
• IIQE (Paper 1, 2, 3, 5) qualifications preferred
• Excellent command of English and Chinese (written and spoken) including Putonghua
• Good understanding on behavior and practice of salespeople from different distribution channels
• Excellent written and presentation skills, comfortable in communicating with individuals across all levels and articulating to senior management
• Proven ability to handle multiple workloads
• Strong people management skills

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.