PBTB | Senior Manager, Customer Excellence & Solutions (Contract)

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.

Service Transformation Strategy & Roadmap
Develop strategy and roadmap to optimize policy/certificate servicing processes streamline operations and enhance efficiency
Use technology and automation to drive self serve for faster TAT and improve customer experience
Prioritise the project deliverables that can bring values and benefits to operational efficiency and customer experience

Leading Change
Identify opportunities to streamline processe enhance efficiency and drive continuous improvement culture
Drive digital self serve for Agents & Customers via Change Management strategy and activities
Intergrate environmental social and governance (ESG) consideration into decision-making process.

Foster Collaboration & Governance
Collaborate within and cross-functional teams to drive process improvements and enhance the overall customer experience ensuring high-quality service delivery and resolution of customer inquiries and issues.
Stay updated on industry trends regulatory changes and best practices related to policy/certificate servicing and customer service and implement necessary adjustments to ensure compliance and operational excellence.
Act as a liaison with internal stakeholders external parties and regulatory authorities as required.

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.