Senior Manager, Customer Service (General Insurance)
Senior Manager, Customer Service (General Insurance)
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Job Description
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.
This role has the overall responsibility to lead and manage the operations of the Customer Service team to deliver pre-eminent customer service and align with Companys philosophy and principles.
The role will also drive and promote customer advocacy within the Company define long term service strategy review and monitor customer journeys at different touch points complaint handling and bring up different new initiatives including tNPS surveyor performance to enhance service quality and overall operation efficiency.
Job Responsibilities:
- Manage a team for attending enquiries and ensuring service standard and team performance so as to contribute to business growth
- Manage the service level review the whole customer journeys to explore opportunities / initiatives to enhance customer experience of different touch points of Prudential General Insurance
- Manage handle and monitor the complaint cases of Prudential General Insurance
- Track and analyze tNPS scores to capture immediate customer sentiment and identify service pain points. Prepare regular updates and share the findings for senior management on tNPS performance customer sentiment trends and action plans
Job Requirements:
- Degree holder and with professional qualification in insurance industry
- Over 10 years of working experience in the insurance industry of which 5 years at managerial level
- Experience in customer services customer management or customer experience complaint handling
- Experience of leading and supervising a team
- Strong planning analytical and facilitation skills
- Passionate about problem solving with the ability to assess analyse and present insights for identifying effective solutions
- A strong team player knowledgeable and culturally sensitive to collaborate with different functions and business units to deliver the desired outcomes
- Knowledge of general insurance products
- Good interpersonal and communication skill
- Possesses leadership quality with ability to motivate exemplify and communicate with subordinates
- Willingness to excel and the ability to establish standards
- Highly organized self-starter customer focused
- Excellent command of both spoken and written English and Chinese (including Putonghua)
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.
Required Experience:
Senior Manager
Employment Type
Full-Time
