Prudential Assistant Manager, Complaints Resolution

5 days ago

Kuala Lumpur, Kuala Lumpur, Malaysia Prudential Hong Kong Limited Full time
Company Overview

At Prudential Hong Kong Limited, we are dedicated to being partners for every life and protectors for every future. Our purpose drives everything we do by creating a culture of diversity and inclusion, ensuring that our people, customers, and partners feel valued and respected.

We strive to provide a platform for our employees to excel in their careers, making an impact on the business while growing professionally. Our commitment to equality and fairness is evident in our equal opportunities policy, which ensures that everyone has an equal chance to succeed.

Job Description

The incumbent will be responsible for assisting the Manager in handling complaints via various channels, including those addressed to Company Directors and above. This role requires effective management of high-priority and complex cases, ensuring minimal brand and legal exposure.

Responsibilities
  1. Handle complaints and enquiries involving legal, reputational, and/or compliance matters, including those lodged at Bank Negara Malaysia and other regulatory bodies.
  2. Complete all follow-up work within the expected SLA timeframe and update customers accordingly.
  3. Follow up with customers where necessary to ensure recommended services are effective.
  4. Familiarize yourself with back-end processes and related business rules to stay up-to-date on relevant changes.
  5. Research complaints and enquiries thoroughly to obtain accurate background information and make recommendations to achieve win-win solutions.
  6. Skillfully solicit information from customers to fulfill their requirements and update all received information into the system accurately.
  7. Effectively liaise with other departments to obtain required information and resolution for customer complaints and enquiries.
  8. Maintain confidentiality and ensure customer privacy is not compromised at any time.
  9. Project professionalism and demonstrate a 'Customer First' ethos when dealing with customers.
  10. Effectively manage difficult customers by maintaining composure and being in charge of the situation.
  11. Ensure positive customer experiences through quality interactions.
  12. Provide editorial support as needed, e.g., reviewing complex correspondence replies.
  13. Assist in reviewing and creating unit/department procedure manuals and SOPs.
  14. Support the Manager and Head of Unit/Department in ongoing department initiatives and projects.
Management of Complaints Management Tracking and Reporting
  1. Daily/Monthly reporting on team's completed and outstanding complaints cases.
  2. Assist Manager in preparing internal monthly Dashboard.
  3. Ensure all correspondences/communications are tracked and reported in CRM.
  4. Ensure all physical correspondences are filed and scanned in Content Manager for future reference.
  5. Obtain approvals from management on appeals or exception handlings and scan in Content Manager for recording and future reference.
Collaborative Problem Solving and Shared Responsibility
  1. Take mitigating actions to prevent potential service issues, ensuring ongoing monitoring and outcomes are fully implemented.
  2. Note and highlight recurring customer issues and present at staff briefings/meetings/forum for improvement of work processes.
  3. Identify and recommend changes to improve efficiency and service quality of Call Center, Branches, and Correspondence Unit.
  4. Create awareness among other Department/Sections on establishment, implementation, and communication of procedures relating to complaint handling.
Comply with Standards Set and Maintain Personal Effectiveness
  1. Comply with Complaints Unit Standard Operating procedures, rules, and regulations and management directives.
  2. Be punctual at all times, e.g., attendance at work, training sessions, meetings.
  3. Submit Leave Application within the required timeline and ensure all information required is complete and approved before leave commencement.
  4. Submit all claims (where relevant) on a timely basis and prior to submission, to ensure accuracy and completion in accordance with eligibility and approval by superiors.
  5. Promote a healthy team working environment by motivating peers and interacting closely with supervisors.
  6. Be willing to take additional responsibilities to meet/achieve Divisional vision and goals.
  7. Utilize office equipment provided with care.
  8. Ensure positive customer experiences through quality interactions.
  9. Effectively manage angry and difficult customers by maintaining composure.
  10. Take responsibility for personal motivation by self-tracking performance against set measures.
Equal Opportunities Employer

We are committed to providing equal opportunities and benefits to all applicants and employees, regardless 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. We encourage the same standards from our recruitment and third-party suppliers and allow for reasonable adjustments to support individuals with individual physical or mental health requirements.

  • PAMB | Assistant Manager, Complaints Management

    5 days ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Prudential Hong Kong Limited Full time

    PAMB | Assistant Manager, Complaints ManagementApply locations Kuala Lumpur time type Full time posted on Posted 30+ Days Ago job requisition id 24100530Prudential's 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,...

  • Complaints Management Expertise Leader

    5 days ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Prudential Hong Kong Limited Full time

    Job Title: Assistant Manager - Customer Complaints HandlingCompany Overview:As a leading insurance provider, Prudential Hong Kong Limited values its reputation and strives to deliver exceptional customer service. Our mission is to be partners for every life and protectors for every future.Job Responsibilities:Manage and resolve customer complaints and...

  • Assistant Manager

    5 days ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Prudential Hong Kong Limited Full time

    About UsPrudential Hong Kong Limited is a leading insurance provider in Hong Kong, offering a range of products and services to individuals and businesses. Our mission is to be partners for every life and protectors for every future.Job SummaryWe are seeking a highly motivated and experienced Assistant Manager to join our Complaints Management team. The...

  • Complaints Resolution Team Lead

    5 days ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Prudential Hong Kong Limited Full time

    Complaints Management RoleWe are seeking a highly skilled and experienced Assistant Manager to lead our Complaints Management team. The successful candidate will be responsible for managing and resolving customer complaints and queries in a professional and timely manner.Key Responsibilities:Manage and resolve customer complaints and queries.Collaborate with...

  • Communication Manager

    6 days ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Prudential Hong Kong Limited Full time

    We are seeking a highly skilled Communication Manager to join our team at Prudential. As a key member of our corporate communications function, you will play a critical role in shaping our internal and external communications strategy.About UsPrudential is a leading insurer and investment manager with operations in 27 countries and territories across Asia...

  • Prudential Healthcare Claims Supervisor

    6 days ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Prudential Hong Kong Limited Full time

    Benefits and PerksAs a Claims Manager at Prudential, you will enjoy a competitive salary package, including bonuses and benefits. You will also have opportunities for professional growth and development, as well as a supportive and inclusive work environment.We offer a range of benefits, including health insurance, retirement plans, and paid time off. You...

  • Executive, Investigation and Resolution

    6 days ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Prudential Hong Kong Limited Full time

    At Prudential Hong Kong Limited, we are seeking an experienced Executive, Investigation and Resolution to join our team. The successful candidate will be responsible for investigating complex claims, ruling out suspected fraud, or establishing non-disclosure/pre-existing illness, including out-of-office investigations and providing advice in areas of...

  • PAMB | Assistant Manager, Customer Promise

    6 days ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Prudential Hong Kong Limited Full time

    PAMB | Assistant Manager, Customer Promise - Investigation and Technical ClaimsApply locations Kuala Lumpur time type Full time posted on Posted 30+ Days Ago job requisition id 24040321Prudential's 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...

  • Manager, Provider Support

    6 days ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Prudential Hong Kong Limited Full time

    Manager, Provider Support page is loadedManager, Provider SupportApply locations Kuala Lumpur (Takaful) time type Full time posted on Posted 14 Days Ago job requisition id 25020056Prudential's 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...

  • Customer Promise Investigator

    6 days ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Prudential Hong Kong Limited Full time

    We are seeking a Customer Promise Investigator to join our team at Prudential Hong Kong Limited.As a Customer Promise Investigator, you will be responsible for investigating and resolving customer complaints related to insurance claims.Your key responsibilities will include:Investigating and resolving customer complaints related to insurance claims;Carrying...

  • Reimbursement and Accident Claims Expert

    6 days ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Prudential Hong Kong Limited Full time

    We provide a platform for our people to do their best work and make an impact to the business, and we support our people's career ambitions. We pledge to make Prudential a place where you can Connect, Grow, and Succeed.About the JobResponsibilities include managing Medical Reimbursement & Personal Accident Claims, CRM Management, Pre/ Post / Reimbursement...

  • Assistant Claims Officer

    6 days ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Prudential Hong Kong Limited Full time

    Prudential Hong Kong Limited is seeking a highly skilled Assistant Claims Officer to support our claims team.As an Assistant Claims Officer, you will be responsible for assisting in the investigation and resolution of insurance claims.Your key responsibilities will include:Assisting in conducting thorough investigations of suspicious, early, and fraudulent...

  • Manager, Strategy Management

    2 days ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Prudential Hong Kong Limited Full time

    Manager, Strategy Management - ClaimsManager, Strategy Management - ClaimsApply locations Kuala Lumpur time type Full time posted on Posted 7 Days Ago job requisition id 25030106Prudential's 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...

  • Risk Management Lead

    3 days ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Prudential Hong Kong Limited Full time

    Prudential's 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...

  • Regulatory Compliance Manager

    2 days ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Prudential Hong Kong Limited Full time

    Are you looking for a challenging and rewarding role where you can make a real difference? Look no further than Prudential Hong Kong Limited! As a Regulatory Compliance Manager, you will play a key role in ensuring that our organization is compliant with all relevant laws and regulations.You will work closely with our leadership team to develop and implement...

  • Provider Network Manager

    6 days ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Prudential Hong Kong Limited Full time

    We are Prudential, a leading provider of life insurance and financial services. Our purpose is to be partners for every life and protectors for every future.Job OverviewThis role will lead the provider network team in executing the tiering and steerage initiative for panel hospitals, engaging with internal and external stakeholders.ResponsibilitiesLeadership...

  • Insurance Risk Manager

    6 days ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Prudential Hong Kong Limited Full time

    Job DescriptionWe are seeking a highly skilled Insurance Risk Manager to join our team at Prudential Hong Kong Limited. As an Insurance Risk Manager, you will be responsible for reviewing and assessing claims, as well as making accurate decisions in regards to IGL and FGL.You will also manage the HAS portfolio, including monitoring daily productivity and...

  • Assistant Manager, Finance Modernisation

    6 days ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Prudential Hong Kong Limited Full time

    Assistant Manager, Finance ModernisationPrudential's 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...

  • Assistant Manager, Marketing Operations

    6 days ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Prudential Hong Kong Limited Full time

    Assistant Manager, Marketing OperationsPrudential Hong Kong Limited is looking for an experienced Assistant Manager, Marketing Operations to support the development and execution of marketing campaigns.About the Role:The successful candidate will assist in managing marketing operations, including project coordination, data analysis, and reporting. Key...

  • Customer Marketing Assistant Manager

    6 days ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Prudential Hong Kong Limited Full time

    Customer Marketing Assistant ManagerWe are seeking a highly motivated and experienced Customer Marketing Assistant Manager to join our team at Prudential Hong Kong Limited.Job Summary:The successful candidate will be responsible for developing and executing customer-focused marketing campaigns to drive business growth. Key responsibilities include campaign...