Branch Head - Customer Engagement & Operations Leader

Prudential plc; Pahang; On-site; MYR 60,000 - 100,000; Full time

Job summary

Prudential plc is seeking a Branch Operations professional to oversee all branch activities, including customer service, collections, and daily administration in Malaysia. The role emphasizes process efficiency, staff coaching, and partner relationships to deliver consistent service quality.

The successful candidate will ensure compliance with SOPs, manage workload, and drive customer satisfaction through effective operations and engagement initiatives.

Qualifications

• Degree in any discipline.
• Good interpersonal skills.
• Strong leadership quality.

Responsibilities

• Oversee day-to-day branch operations and administration, including handling customer enquiries, complaints, and servicing within defined service levels.
• Manage cash, cheque, and EDC collections over the counter and ensure accurate daily reconciliation.
• Develop staff, coach on the job, and ensure recruitment and retention activities support business growth.
• Maintain customer engagement by building strong relationships with agents and policyholders and ensuring timely reporting.

Skills

Good interpersonal skills

Strong leadership quality

Education

Degree in any discipline

Job description

Prudential plc is seeking a Branch Operations professional to oversee all branch activities, including customer service, collections, and daily administration in Malaysia. The role emphasizes process efficiency, staff coaching, and partner relationships to deliver consistent service quality.

The successful candidate will ensure compliance with SOPs, manage workload, and drive customer satisfaction through effective operations and engagement initiatives.