Branch Head, Customer Engagement Centres (Kuantan)

Prudential Services Asia; Kuantan; Sur place; MYR 56 000 - 89 000; Plein temps

Résumé du poste

Prudential Satellite Branch PIC is responsible for the overall branch day to day operations, customer servicing and administration. The incumbent supports branch transformation initiatives and closely collaborates with the Regional Head to ensure standards are met.

Key duties include managing walk-in enquiries, complaints handling, and end-to-end cash/cheque/EDC processing, while ensuring service levels and timely compliance. Applicants with leadership experience are encouraged to apply.

Qualifications

• Degree in any discipline.
• Experience in people management and leadership.
• Knowledge of branch processes, queue management and staff management.

Responsabilités

• Manage overall branch operations and administration, including walk-in enquiries, complaints and servicing.
• Handle cash, cheque and EDC over-the-counter collections; ensure accuracy and compliance with SOPs.
• Lead and develop branch staff; coordinate training, recruitment and performance.
• Partner with agents and policyholders to ensure smooth operations and customer satisfaction.
• Track and report on branch service metrics, complaints and improvements.

Connaissances

Interpersonal skills

Leadership

Queue management

Staff management

Formation

Degree in any discipline

Description du poste

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. The Satellite Branch PIC is fully responsible for the overall branch day to day operational, customer servicing and administration. The Satellite Branch PIC has to work closely with Regional Head in ensuring effective branch operation and meeting the Company standards. The incumbent is required to support & execute the project & initiative implemented at branch.

KEY RESPONSIBILITIES:

• 1. Responsible for the overall branch operations and administration ie; handle walk in customers’ enquiry, complaint and servicing as defined in Branch Transformation ie: processing of customers’ valuation request for traditional policies, minor alteration (change of address, name, Identity Card number, Birth Certificate number, admission of age, nationality, and salutation), updating of credit card request by walk‑ins customer, perform form verification for proposal, credit card & auto debit enrolment form and claim form within the agreed service level. Ensure effective day to day branch operation Ensure sufficient staff force to support the daily transaction volume Customers’ requests are attended and processed within the service level Average waiting time not exceeding 10 minutes. Compliment and complaints by customer are tracked and reviewed Ensure timely submission of all utilities bills
• 2. Responsible for overall branch collection for cash, cheque and EDC over the counter in accordance to Collection Guidelines for PAMB, PruBSN & GI. Eastspring sales register is booked accurately and timely Perform chief cashier roles Ensure 100% compliance to branch Collection SOP To coordinate and manage daily collections with CIT To arrange for special pick-up during month end closing or as and when is required Distribute the cashier float in every morning Ensure cashier float is correct as per entitlement Ensure daily collection report is sent on timely manner and file accordingly Ensure safe keep the cashier float after working hour 100% accuracy in daily collection for all modes & all business ie: PAMB, PruBSN and GI
• 3. Responsible and accountable for the operations and performance of branches as stipulated in the branch SOP.
• 4. Staff development & engagement: Ensure that all branch staff are fully updated and understand the products and services offered by Prudential Ensure that all staff’s training needs are met in a timely manner Conduct on-the-job coaching to improve skills and competencies of staff Ensure that recruitment and retention activities supports business growth and the periodic expansion of customer services at branches Ensure that regular communication sessions are held with staff
• 5. Customer engagement Ensure that relationships with agents and policyholders are consciously built and nurtured Adequate support to agency & customers in operational matters to meet customers’ satisfactions. Statistics report and customer complaint report are submitted on monthly basic. Reach-Out-To Agency is conducted every month as rapport building and understand agency issues and taking prompt action in resolution. Agency Personal Assistants (PAs) communication session are conducted monthly to all PAs in order to improve PA’s knowledge on latest information, product and process of the company
• 6. Quality & Service Ensure the quality service delivery at branch Continuously review processes and identify areas for improvement
• 7. Support and execute the project and initiative outline in Branch Transformation Timely implementation of initiatives & achieve the project objectives Track and monitoring of result Regular review and feedback to Regional Head for continuous improvement
• 8. Coordinate on property maintenance of premises and ensuring the premise furniture, fit-out and office equipment and in good condition For maintenance outsourcing model, to coordinate & feedback to Property on vendors performance For in-house maintenance model, ensure well managed of building maintenance matter and approve any maintenance cost or repairs that less than RM500. Escalation of any repairs that cost more than RM500 to Property department

QUALIFICATIONS & REQUIREMENTS:

• 1. Qualifications Degree in any discipline
• 2. Experience Good interpersonal skills Strong leadership quality
• 3. Knowledge Product and processes Queue management Staff management

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.

We are Prudential. For every life, we are partners. For every future, we are protectors. Prudential plc provides life and health insurance and asset management to 17 million customers across 20 markets in Asia and Africa. We are headquartered in Hong Kong and have dual primary listings on the Stock Exchange of Hong Kong and the London Stock Exchange. We are focused on four strategic regions: Greater China, ASEAN, India and Africa. Our customers are served by around 55,000 agents and more than 200 bank partners. Prudential plc is not affiliated in any manner with Prudential Financial, Inc., a company whose principal place of business is in the United States of America or with the Prudential Assurance Company, a subsidiary of M&G plc, a company incorporated in the United Kingdom.

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