Senior Manager, Contact Centre & Agent Service Management

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 Description

1. In charge of customer service and conservation operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses

identifying and evaluating mechanism 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 review the customer service standards.

2. Motivates staff to perform and deliver excellent service to customers by recognizing and good performance, creating a harmonious and conducive working environment for the

staff, setting a good example to the staff through leadership by example. To perform staff coaching, counseling, and disciplining communicating job expectations planning,

monitoring, appraising, and reviewing job contributions. To shift the mindset and competency of the staff from Customer Service to Customer Advocate.

3. Owns the Voice of Customers and identify opportunities to improve the customer experience (NPS) and service deliveries (CSAT & TAT) of Customer Service and manage

complaints and escalations from the Team. To work with relevant Stakeholders in finding the resolution to customers needs/address customer's feedback

4. 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. To work with Digital Services, Product and Operations team in innovating/improving self-services features to

customers and agents

5. Responsible to conduct compliant checks to ensure that PruBSN is compliant with Shariah and BNM Guidelines for below Policy / Act: FACTA, PDPA, Risk Management, AMLA

& Internal Processes

6. In charge of the Direct Channel i.e., PruBSN eCommerce's operational services i.e., pre-sales enquiries, 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.

7. In charge of the outsourcer for Retention/Conservation calls and its overall activities, by measuring success rate, conducting audit on vendor policy contract.

8. BC/DR lead for Customer Service. Making sure all BC / DR platform can accommodate business requirement in contingency mode which inclusive of BC announcement, staff migration and workforce planning.

9. Ensure ongoing success of quality and process improvement strategies across multiple data sources through metrics, measurement, and analysis. To identify areas of

improvement and engage stakeholders for deliverables.

10. To manage outbound and tele marketing activity success rate, identify areas of improvement.

Qualification and Experience

. Tertiary education in any field.

. Experience: more than 5 years in the supervisory role in 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.