Assistant Director, Customer Servicing

7 days ago


Kuala Lumpur, Malaysia Prudential Full time

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.

To lead, plan and establish a strong operational team to drive change and customer excellence

JOB SCOPE:
The incumbent is responsible to:
- Managing the daily operations in Customer Servicing and processing, ensuring service level agreements on accuracy, productivity, and turnaround time per agreed standards with internal / external stakeholders.
- Entrusted to manage the stakeholders by maintaining and developing interactions and engagement.
- Drive a culture of adherence to policies and procedures by the team as per the organization’s standards and governance.
- Providing strategic leadership in planning, general oversights, establishing performance metrics and driving the team in meeting the operational excellence, digitization vision and missions to ensure optimal performance and sustainable business growth.
- Define and implement process improvements towards the goal of continually measuring and improving customer satisfaction and operational servicing efficiency by staying resilience & continuously building sustainability on the servicing processes.
- Provide leadership and strategic directions including undertaking necessary decisions in ensuring optimal performance and sustainable business growth in operational servicing excellence and digital innovation.
- NPS-VOC - Capture customers' feedback from NPS, continually work to understand the products and our customers to ensure that we are always providing our customers with an exceptional experience and ensuring the servicing processes complies with regulator's requirement in fraud, AML, data protection and corporate responsible policies.
- To review and monitor of Suspense accounts (Premium & Payment Suspense) to ensure the Suspense accounts are properly managed and the KPIs are met.

PRINCIPAL DUTIES & RESPONSIBILITIES:

- Responsible for the strategic development and transformation agenda of the organization wide servicing.
- Steer and drive change management for end-to-end customer journey and provide seamless customers' experience.
- Plan, lead and drive scalable, future proof and cost efficiency model in servicing, processing, and complaints
- Manage all customers’ day-to-day and long-term servicing and operations, including policy processing, payments approval and disbursement activities, company-wide policies, and procedures
- Modernize and reimagine servicing processes to front servicing approach using digital platforms, steer and drive change management for customers and agents and brings branch engagement and servicing as key partners to agencies.
- Drive projects implementation in achieving the digital initiative in relation and not just limited to e-Payment and e-Servicing migrations.
- Completion of tasks allotted and driving strategies for Collection.
- Responsible and accountable for all new technology and digitalization projects introduced at all customers/distribution touchpoints. Ensures that all programs/projects are delivered on time and within budget.
- Accountable and responsible to develop, deploy and ensure adherence to all compliance, regulatory and IT security standards, policies, and guidelines.
- Responsible for the day-to-day approval on higher limit payments transactions and decision-making on customers' appeal and complaints
- Risk management, Creation, and maintenance of processes as per standard with built in escalations and ensure periodic audits and response to audits
- Unclaimed reduction and suspense reduction & prevention.
- Embed, engage proactive interactions, shifting from transactional to relationship engagements and collaborating with key stakeholders for resolution
- Provide clear leadership, promote, and foster a team culture consistent with the company’s values and develop future leadership within the organization.
- Build and maintain a high-performance culture through effective coaching, continuous engagement, and communication with employees

JOB REQUIREMENTS:

- University degree in related discipline
- More than 15 years working experience in managing customer experience as a people leader and / within Insurance Policy Servicing and Policy Administration & / or its’ equivalent.
- Possess strong sense of urgency and teamwork, able to work collaboratively with and through others.
- Excellent business, organization knowledge and strong technical skill
- Customer centric with high EQ
- Possess high level of drive and initiative
- Forward looking with a holistic approach
- Acute business acumen and understanding of organizational issues and challenges.
- P



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