Branch Head, Customer Engagement Centres - George Town, Malaysia - Prudential plc

Description

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.
• Leads and manages a team of Customer Service Executive in delivery of consistent exceptional

PRUexperience, care & quality and fulfillment of service level standards.

• 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.
• 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 Engagement Centers.
• 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.
• Prompts 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 enquiry 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 debriefs sessions and monthly performance updates and identify service improvements ideas or areas.
• Ensure consistent service 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.