Customer Solutions Leader

4 days ago


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

We are Prudential Hong Kong Limited, a company that values partnership and protection for every life and future. Our purpose encourages a culture where diversity is celebrated and inclusion assured for our people, customers, and partners. We provide a platform for our employees to excel in their work and make an impact on the business.

Job Summary

The Customer Solutions Leader will lead and manage the Customer Retention & Excellence and Customer Solutions team, ensuring effective management of certificate servicing and project delivery. The ideal candidate will develop and implement strategies to optimize policy/certificate servicing processes, streamline operations, and enhance efficiency.

Key Responsibilities:

  • Lead the development and implementation of operational strategies to improve customer experience and service quality.
  • Collaborate with cross-functional teams to drive process improvements and enhance the overall customer experience.
  • Monitor key performance indicators (KPIs), NPS scores, and TAT related to Customer Retention & Excellence.
  • Stay updated on industry trends, regulatory changes, and best practices related to policy/certificate servicing and customer service.

Requirements:

  • Bachelor's degree in business administration, finance, or a related field.
  • Proven experience in policy/certificate servicing and project delivery, with a minimum of 10 years in a leadership role.
  • Strong understanding of life insurance/takaful industry regulations, policies, and procedures.
  • Excellent leadership, communication, and interpersonal skills.


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