Regional Head, Customer Engagement Centres - Johor, Malaysia - Prudential plc

Description

Prudential's purpose is to help people get the most out of life. We will deliver our purpose by creating a culture in which diversity is celebrated and inclusion assured, for our colleagues, customers, and partners. We provide a platform for our people to do their best work and make an impact to the business, and in exchange, we support our people's career ambitions. We pledge to make Prudential a place where you can Connect, Grow and Succeed.

The incumbent is responsible for the overall performance of Customer Engagement Centres in the assigned region. Core duties include management and leadership of people and processes in delivery of consistent exceptional PRUexperience, customer care, quality, workforce planning, recruitment, coaching and training. The incumbent will be responsible for:

The strategic planning for Frontline for the expected outcomes on service levels, customer satisfaction rating, net promoter score and people development

Management and development of the Frontline team to ensure consistent delivery of high quality service to our customers/agents.

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-First Contact Resolution cases handled by Customer Engagement Centres

Ensure complex customer's needs are fulfilled by performing timely escalation and proper handover of non-First Contact Resolution cases

Deliver meaningful and value-added outbound services

Actively drive Digital First options to walk-in customers

Contribute and deliver on company-wide People key performance indicators

Inculcate and foster a robust risk culture within the team