Assistant Manager, Business Retention & Analytics

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 lead on all outbound initiatives and ensure revenue generation and customer retention targets met using inhouse and outsourced arrangements.

Job Description

• Providing timely data, monitoring performance, mitigating issues, providing reports & insights to ensure vendor meets Conservation KPI's
• Achieving and/ or exceeding the set outbound conservation success rate, direct collection for EDC for potential lapse certificates and lapse certificates.
• Managing quality assurance of the external service providers which includes periodical performance review.
• Analyse and improve gaps to enhance retention initiatives to ensure conservation and business persistency are met.
• Update and monitor outbound collection reconciliation reports.
• Monitor / manage the data for blast gate whilst meeting SLA.
• Gatekeeper to ensure all data being broadcast/ transferred to vendor is error free.
• -Invoice management using company using COUPA system
• Manage the agreement /review /contract renewal for existing / new vendor
• Customer Engagement Platform (CEP) - provides insights in building new capabilities for CS and the company
• Presentation on monthly results to HOD and Business Retention Committee

Experience

• Minimum 3 years of experience in customer services field, particularly in financial services industry will be an advantage
• Strong communication, presentation and problem-solving skills.
• Must be self-motivated with the ability to work under minimum supervision.
• Self-starter with pleasant personality and service-oriented work perspective.

Qualification

Bachelor degree in any discipline

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.