PBTB | Manager, Non-Voice & Branch Services
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Job Location:
Kuala Lumpur - Malaysia
Monthly Salary:
Not Disclosed
Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
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.
Responsible for leading and managing the non-voice customer support operations ensuring efficient handling of customer queries across digital platforms (chat email social media & ticketing system) replacement of certificate (ROC) notification and branch service support (currently outsourced). This role focuses on service excellence team performance process optimization and customer satisfaction while driving continuous improvement through analytics and AI automation.
1. Operational Management
Oversee daily non-voice operations (email chat social media back-office escalations)
Ensure service level agreements (SLAs) response times and quality standards are consistently met
Monitor ticket/workflow allocation and resolve escalations
2. People Leadership
Lead coach and motivate a team of non-voice agents/specialists
Conduct performance reviews and provide constructive feedback
3. Customer Experience & Quality
Maintain high standards of written communication tone grammar and clarity
Implement quality monitoring and feedback loops to improve customer experience
Handle complex customer issues with empathy and professionalism
4. Process & Technology Optimization
Identify process gaps and recommend automation or system enhancements
Collaborate with IT/CRM teams to optimize ticketing and chat systems
Drive digital-first strategies and self-service adoption / AI automation
5. Reporting & Insights
Track analyze and report on KPIs (AHT SLA compliance CSAT backlog first response time)
Provide insights to management for operational improvements and customer trends
Ensure compliance with company policies and data security standards
6. In charge of outsourced branch services to monitor outsourcing services performance quality and to ensure services comply Shariah and BNM Guidelines.
7. To assist the management with any assigned special projects and in specific task. Cover essential duties in the absence of other personnel
8. Support any new online product implementation i.e. Business (operational) requirements conduct testing and ensure smooth delivery.
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:
Manager
Key Skills
About Company
พรูเด็นเชียล ประกันชีวิต (ประเทศไทย) มุ่งมั่นที่จะช่วยให้คุณก้าวหน้าในชีวิต โดยเราให้ความใส่ใจอย่างเต็มที่เพื่อการบริการที่เป็นเลิศแก่คุณ ค้นหาวิธีที่เราจะสามารถช่วยเหลือคุณได้ที่นี่ ... View more
