Branch Leader - Customer Experience & Operations

Prudential; Kuantan; On-site; MYR 56,000 - 89,000; Full time

Job summary

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.

Responsibilities

• 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.

Skills

Interpersonal skills

Leadership

Queue management

Staff management

Education

Degree in any discipline

Job description

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.