Branch Head, Customer Engagement Centres

6 days ago

PAMB Penang KWSP CEC, Malaysia Prudential Full time 36,000 - 43,200 per year

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 people's career ambitions. We pledge to make Prudential a place where you can Connect, Grow, and Succeed.


• 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.

Prudential is an equal opportunity employer. We provide equality of opportunity of benefits for all who apply and who perform work for our organisation irrespective 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, or any other status protected by applicable law. We encourage the same standards from our recruitment and third-party suppliers taking into account the context of grade, job and location. We also allow for reasonable adjustments to support people with individual physical or mental health requirements.

  • Branch PIC, Customer Engagement Centres

    1 week ago

    PAMB | Cantonment - CEC, Malaysia Prudential Full time 60,000 - 120,000 per year

    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...

  • Executive, Customer Care Specialist 1

    1 week ago

    PAMB | Ipoh - CEC, Malaysia Prudential Full time 40,000 - 60,000 per year

    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...

  • Team Head, PBWB

    4 days ago

    Penang, Malaysia UOB Full time $120,000 - $240,000 per year

    About UOBUnited Overseas Bank Limited (UOB) is a leading bank in Asia with a global network of more than 500 branches and offices in 19 countries and territories in Asia Pacific, Europe and North America. In Asia, we operate through our head office in Singapore and banking subsidiaries in China, Indonesia, Malaysia and Thailand, as well as branches and...

  • Branch Manager

    1 week ago

    Bandar Perda, Penang, Malaysia Manjoy Gadget Malaysia Sdn Bhd Full time 80,000 - 120,000 per year

    About the role Manjoy Gadget Malaysia Sdn Bhd is seeking a highly motivated and experienced Branch Manager to oversee the operations of our branch located in Bandar Perda Penang. As a full-time role, you will be responsible for leading a team and ensuring the smooth and efficient running of the branch, while contributing to the overall success of the...

  • Branch Head Consumer Financial Services

    6 days ago

    Penang, Malaysia OCBC Full time 120,000 - 240,000 per year

    Who We AreAs Singapore's longest established bank, we have been dedicated to enabling individuals and businesses to achieve their aspirations since 1932. How? By taking the time to truly understand people. From there, we provide support, services, solutions, and career paths that meet their individual needs and desires.Today, we're on a journey of...

  • Regional Development Manager

    7 days ago

    PAMB | Sibu - CEC, Malaysia Prudential Full time $60,000 - $120,000 per year

    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...

  • Branch Head Consumer Financial Services

    10 hours ago

    Penang, Malaysia OCBC Bank (Malaysia) Berhad Full time

    *WHO WE ARE:* As Singapore's longest established bank, we have been dedicated to enabling individuals and businesses to achieve their aspirations since 1932. How? By taking the time to truly understand people. From there, we provide support, services, solutions, and career paths that meet their individual needs and desires.Today, we're on a journey of...

  • Executive/Senior Executive, Relationship Management, Seberang Jaya Enterprise Centre

    1 week ago

    Penang, Malaysia SME Bank Malaysia Full time 60,000 - 120,000 per year

    As a high-performance organisation, we offer our services through all our branches operating nationwide. Our key initiatives are driven by various action-plans to create a high level of engagement while nurturing the core values of S.M.I.L.E among the Talent Capital of the Bank.Talent management and development are the cornerstone of our operations. We are...

  • branch manager

    2 days ago

    Penang, Malaysia Suria Jerai Electrical Sdn Bhd Full time

    The Opportunity Suria Jerai Electrical Sdn Bhd, a leading electrical appliances retailer, is seeking a highly motivated and experienced branch manager/assistant manager to join our team in Penang. In this full-time role, you will be responsible for overseeing the daily operations of our store, driving sales, and ensuring exceptional customer...

  • Admin Executive

    1 week ago

    Penang, Malaysia PUSAT PEMULIHAN PERTUTURAN PACIFIC Full time 60,000 - 120,000 per year

    Job Description:The admin executive reports directly to the director of Pacific Speech Therapy and Learning Centre from time to time. He/she will be working closely with Heads of Departments to ensure efficient service delivery, whilst driving continuous improvements.-Responsible for effectively managing all branches operational processes and resources, and...