Assistant Manager, Customer Care

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Assistant Manager, Customer Care - Frontline

Apply locations Perak time type Full time posted on Posted 27 Days Ago job requisition id 24030295

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.

The incumbent plans, coordinates and directs the support service delivery to customers. This position leads and manages a team of Customer Care Frontline Executive/AM in delivery of consistent exceptional PRUexperience, care & quality and fulfillment of service level standards. The Manager 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 Care
• 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 calls 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 call 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.
• Participates in adhoc projects and manages the development of key Customer Engagement innovations

JOB SPECIFICATION:  

Qualifications

• Bachelor’s Degree, Post Graduate Diploma, Professional Degree, Master’s Degree, any field.

Experience

• At least 5 years of Customer Care experience in managerial or leadership role with proven track records.
• Minimum 2 year of experience in the insurance industry is advantageous.

• Good command of spoken and written English. Ability to speak Mandarin and/or other dialects will be advantageous.

• Able to work and manage in a fast pace and stressful environment.
• Able to multi-task to take on ad-hoc projects.
• Able to resolve customer complaint and perform service recovery by display Core Value in all interactions with customer.
• Must be self-directed and able to meet deadlines with minimal supervision.
• Demonstrated organizational and time management skills.

• Exercise flexibility and highly self-motivated.

• Ability to handle confidential material relating to employee and company information.

Knowledge

• Knowledge in Customer Care operations involving calls, correspondences and live chat.
• Knowledge in insurance industry especially the company’s products/ processes and digital technologies will be advantageous.
• Proficiency in Microsoft Office applications such as Excel, Word and PowerPoint.

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.

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Prudential plc 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. #BloombergGEI .

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.