Customer Service, Manager
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.
Job Purpose:
The incumbent is responsible to manage and oversee the Contact Center (CC) in order to achieve the following Key Performance Indicators (KPI).
Financial - Ensure team achieves service level agreements (SLA) and maintain effective cost management within the budget.
Customer - Plan and organize CC activities with the vendor to meet and exceed customer standards and expectations.
Operational Performance - To satisfy our customers and shareholders, to excel in business processes.
People - To achieve our goals and to contribute to organization learning and innovation process. To strategically develop the CC to meet the changing business needs at both Hub and Spoke level over the medium and long term.
Job Responsibilities:
The essential duties and responsibilities for the incumbent are as per below
Ensure proper planning of CC activities to meet or exceed customer standards and expectations.
Ensure at all times that the business expectations and requirements are exceeded within the specified quality and SLA.
To lead and participate with senior management team of the Hub to continually drive improvements in process, productivity, quality and cost.
Monitor operational performances, recommend and initiate improvements to enhance operational efficiency and service delivery
Liaise with appropriate departments in the organization to resolve issues brought up by CSRs or customers.
Responsible for evaluation, implementation and management of a roll-out of additional countries to the CC.
Cultivate learning and a service oriented culture amongst staff and department.
Prepare and provide accurate reports to Management team on a timely manner.
Support immediate superior and company to continuously review processes, identify and resolve service gaps through constructive feedback, and implement process improvements where appropriate.
Perform any other duties and responsibilities as assigned by superior from time to time.
Job Requirements:
A basic degree and/or professional life insurance qualification eg. ACII, AMII, AAII, FLMI.
Minimum 8 years work experience with at least 5 year experiences in operations management and/or underwriting and people management experience.
Operations management experience specific in a CC environment would be a distinct advantage.
Strong strategic, analytical and conceptual skills. Experience in Project Management will be an advantage
Excellent communication and interpersonal skills.
Supportive of company-wide goals and objectives, deliver departmental/team results and key objectives.
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.
Job ID 24080506
