Customer Promise Senior Manager

4 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.

About the Role
  • The incumbent is responsible to manage an efficient and effective Claims team by meeting and exceeding management's expectations on operational processes.
  • The complexity of the insurance business requires the incumbent to acquire a thorough knowledge of the different insurance products (and their functionalities / technicalities) and operational processes to ensure customer's enquiries are resolved in accordance with agreed service levels.

The position requires active involvements in managing medical claims costs down through dialogues, discussions, educations, training, communications to all parties who are stakeholders of the product; i.e. the policyholders, agents, hospitals administrators, doctors etc.

Key Responsibilities:
  • Deliver end to end Customer Journey and provide exceptional PRUexperience Service to our customers.
  • Fulfill the Claims Philosophy by paying all valid claims quickly.
  • Treat all our customers with compassion and care.
  • Keep our Customers well informed on the progress of their Claims regularly along the journey.
  • Serve our customers exceptionally well during their life's difficult moment by making it simple and easy when handling their Claims.
  • Be consciously aware that our customers are awaiting our decisions, therefore resolve their claims quickly without unnecessary requirements.
  • Close collaboration with co-workers from all areas within the organization focusing to resolve Customers' requests without delay.
  • Provide exceptional customers' experience during their moment of truth with us while ensuring that we are in full compliance of Company's governance and best practices, local regulations and Group's standards and guidelines.


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