Branch Pic, Customer Engagement Centres

1 week ago

Penang, Malaysia Prudential plc 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.

This position leads and manages a team of Customer Service Executive/AM in delivery of consistent exceptional PRUexperience, care & quality and fulfillment of service level standards. The Branch Head/Branch PIC is responsible for his / her team’s performance against specific KPIs established. He/ she will also work closely with inter/ intra departments towards achieving departmental and organizational goals.
- Deliver the best ‘first impression’ and consistent exceptional PRUexperience to customers across all channels.
- Ensure customers are given meaningful updates for non-FCR cases handled by Customer Engagement Centers
- Ensure complex customer’s needs are fulfilled by performing timely escalation and proper handover of non-FCR cases.
- Deliver meaningful and value-added outbound services.
- Prompts disseminate of information to team members in ensuring accurate and updated policy information is conveyed to customers.
- Investigate, rectify and perform root cause analysis by adopt the 5-why approach on complaints or feedback lodged against team members.
- Handle escalated enquiry and perform service recovery.
- Resolve customer request/ complaints in an efficient and timely manner within Service Level.
- Monitor team adherence, punctuality and overall discipline.
- To coach and provide motivational assistance to the team to better manage retention.
- Conduct debriefs sessions and monthly performance updates and identify service improvements ideas or areas.
- Ensure consistent service monitoring on team members to ensure quality, efficiency and compliance.
- Motivate, coach and develop team members to ensure they deliver the expected level of service or higher.
- Identify knowledge gaps and training needs.
- Ensure manpower is optimized at all times and daily service level target are met.
- Ensure team complies with company and regulator policies. eg. BNM, LIAM.
- Liaise with relevant department to resolve issues.
- Liaise with external service provider when necessary to perform any other duties as assigned.
- Keep up to date on new enhanced products / services in order to maintain a high level of quality service to customers.

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