PHI - Specialist- Retail Operations Servicing

Prudentials 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 peoples career ambitions. We pledge to make Prudential a place where you can Connect Grow and Succeed.

Prudential (UK) in partnership with the HCL group plans to set-up a standalone Indian health insurance company to address the growing healthcare needs of the Indian consumer.

This joint venture will combine Prudentials global expertise in insurance and financial services with HCL Groups experience in technology and healthcare solutions.

Prudential with its longstanding presence in India already operates two leading businesses in life insurance and asset management with the ICICI Group. Prudential was also the proud sponsor of the 1983 Cricket World Cup Indias first World Cup Victory!

Prudential Health India is a Zero to One team undertaking a no-legacy greenfield health insurance deployment in India building journeys that truly empathize with the customer and offer a differentiated experience.

To partner with us in this mission we are looking for a talented Specialist- Retail Operations Servicing to join our Customer Service team in Mumbai.

Your typical week might include the following.

• Process complex endorsements (both financial and non-financial) to insurance contracts.
• Work together with the team to ensure the BAU activities are carried out efficiently and within turnaround time.
• Implement control measures in new business processes to ensure endorsement correction are minimal/ avoided.
• Build digital first customer journeys to deliver superior customer experience.
• Work with Business MIS and Analytics function to develop predictive models to pre-empt next best action for customer.
• Comply with regulatory requirements and internal guidelines.
• Resolve feedback or issues raised by customers or sales representatives.
• Develop exception reports to prevent operational leakages fraud misuse of processes/ systems and work for remediation.

You could be the right candidate if you

• Have a bachelors degree from a recognized institute.

• Curiosity in exploring new tools and solutions to address operational needs.

• Have solid foundation in Business Operations Endorsement/Customer Servicing. SAHI background will be an added advantage.

• Deep understanding of the industry regulations and operational practices.

• Ability to leverage digital tools and platforms effectively for operational efficiency.

• Strong skills in managing data resolving discrepancies and ensuring accuracy in endorsement processing.

• Expertise in analyzing and interpreting complex data to drive informed decision-making and strategic planning.
• Have deep functional understanding of Technology and Digital solutions.
• Are not intimidated by the rapidly changing customer or distributor expectations and can keep up with constantly evolving technology solutions.
• Able to think on your feet to navigate through the ecosystem and deliver solutions.
• Are a highly driven individual who goes that extra mile to deliver an outstanding product to the business team and end users/customers.
• Demonstrate the ability to work in a fast paced and hyper-growth environment using agile methodologies where Customer and Distributor expectations can be changing.

This could be the gig for you if you

• Are passionate about bringing truly consumer centric ideas and products into reality and have an attentive ear listen to new ideas.

• Thrive in environments that celebrate co-creation and collaboration.

• Are passionate about leveraging new age digital tools and technologies to transform customer experience.

• Like to work in a culture where everyone can see what others are doing.

• Have 6-8 years of total experience with at least 5 years of experience in Retail Operations (Endorsement/Servicing).

What can make you extra special if you

• Have walked extra mile in solving business problems by adopting offbeat path.
• Proven track record of exceeding Service level expectations from stakeholders.
• Demonstrate visible leadership supporting colleagues in a diverse inclusive and collaborative team environment.
• Be a team player who is goal orientated committed and an advocate and early adopter of change.
• A proven track record working in complex business environments executing and delivering initiatives across multiple domains stakeholder groups and technology solutions.

We are keen to listen to your story; doesnt matter if you tell these stories with a sigh or with excitement. We respect both versions. Truly.

If you think this is the one for you drop in a line with your story at We are eager to catch-up!

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.