Executive, Customer Servicing | Kuala Lumpur, MY

Prudential plc; Kuala Lumpur; On-site; MYR 60,000 - 90,000; Full time

Job summary

A leading insurance company is seeking a dedicated operations manager to oversee daily operations and ensure high service quality. The role requires a strong background in life insurance, staff management, and a commitment to excellence. Ideal candidates will possess a relevant degree, leadership experience, and a customer-focused mindset, along with proficiency in English and Microsoft Office.

Qualifications

• At least 5 years of experience in the life insurance environment.
• Good attendance and reliability.
• Willingness to work overtime and on weekends/public holidays when required.

Responsibilities

• Manage daily operations ensuring service levels and quality checks.
• Monitor and manage staff productivity and performance.
• Ensure compliance with regulatory and corporate requirements.

Skills

Attention to detail

Problem-solving

Teamwork

Self-motivation

Organizational skills

Education

Basic degree and/or professional life insurance qualification (e.g., ACII, AMII, AAII, FLMI)

Tools

Microsoft Office

Job description

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 on the business, and we support our people's career ambitions. We pledge to make Prudential a place where you can Connect, Grow, and Succeed.

Job Summary:

The incumbent is responsible for providing efficient and effective support to the company's goals by meeting and exceeding expectations on operational processes. The complexity of the insurance business requires the incumbent to acquire thorough knowledge of different insurance products (and their functionalities/technicalities) and operational processes to ensure customer inquiries/requests are resolved in accordance with agreed service levels. The incumbent is also required to work closely with other Customer Fulfillment departments to deliver excellent service quality to customers.

Principal Duties & Responsibilities:

1. Manage daily operations by ensuring service levels and quality checks are adhered to. Monitor and review work systems and processes for effective and efficient department operations.
2. Monitor and manage staff and section's productivity and performance. Analyze staff productivity daily, compile monthly reports, review with constructive feedback, and implement action plans for improvement.
3. Ensure the section complies with all regulatory and corporate requirements.
4. Ensure section projects/initiatives are run effectively and efficiently, with timely delivery of project goals.
5. Perform related duties as assigned by superiors.
6. Responsible for staff development through training and re-training based on assessment skills and performance reports.
7. Undertake projects and other duties as allocated by management.
8. Contribute to team efforts by accomplishing related tasks as needed.

Job Specification:

Qualifications

• A basic degree and/or professional life insurance qualification (e.g., ACII, AMII, AAII, FLMI) with at least 5 years of experience in the life insurance environment.
• Good attendance and reliability.
• Attention to detail.
• Ability to work as part of a team and independently.
• Willingness to work overtime and on weekends/public holidays when required.

Experience

• Experience in staff management and leadership.
• Customer-focused with excellent problem-solving skills, positive attitude, and ability to work under pressure.
• Self-motivated, love challenges, and enjoy working with people.

Knowledge

• Good knowledge of local life insurance practices and products.
• In-depth understanding of insurance products and operational processes.
• Proficiency in written and spoken English; Mandarin proficiency is an advantage.
• Proficient in Microsoft Office applications.
• Strong organizational skills and ability to produce accurate work under pressure and deadlines.
• Experience in report production.

Prudential is an equal opportunity employer. We provide equal benefits and opportunities regardless of sex, race, age, ethnicity, education, social background, marital status, pregnancy, religion, disability, or employment status. We support reasonable adjustments for individuals with specific health requirements.

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