Manager, Customer Servicing

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Manager, Customer Servicing

Apply locations Kuala Lumpur time type Full time posted on Posted 10 Days Ago job requisition id 25040197

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.

Job Summary:

The incumbent is responsible to provide an efficient and effective support to the Company’s goals by meeting and exceeding the expectations on operational processes. The complexity of the insurance business requires the incumbent to acquire a thorough knowledge of the different insurance products (and their functionalities / technicalities) and operational processes to ensure customer’s enquiries/ request are resolved in accordance with agreed service levels. The incumbent is also required to work closely with other Customer Fulfillment departments in delivering excellent service quality to customers.

Principal Duties & Responsibilities:

Manage daily operations by ensuring service levels and quality check is adhered to. Monitor and review work systems and processes for the effective and efficient operations of the department. Monitor and manage staff and section’s productivity and performance. Analyze staff’s productivity daily and compilation in staff’s monthly productivity, review & reports with constructive feedback, and implement action plans by identifying underlying course to improvements where appropriate. Ensures section complies with all regulatory and corporate requirements. Ensures section projects/ initiatives are run effectively and efficiently, with timely delivery of project goals. Perform related duties and responsibilities as assigned by superior from time to time. Responsible for staff’s development in training and re-training as and when required by identifying the base line of staff’s assessment skills and the reports of occurrences in staff’s assessment skills. Undertake projects/other work and duties allocated by management as and when required. Contribute to the team effort by accomplishing related 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 working experience in life insurance environment.
• Good attendance and reliability
• Attention to details
• Able to work as a team and at the same time working independently
• Able to work overtime as and when needed
• Able to work on weekends and public holidays when required

Experience

• Possess good leadership and have experience in staff management.
• Customer focused with excellent problem-solving skills, the ability to work with a positive attitude & excel under pressure.
• Self-starter, self-motivated, love challenges and working with people.

Knowledge

• Good working knowledge of local life insurance practices and insurance products.
• Possess in-depth knowledge of the different insurance products (and their functionalities / technicalities) and operational processes.
• Articulate and proficient in written and spoken English. (Mandarin literate candidates will be on an added advantage.)
• Proficient in Microsoft Office applications.
• Effective organizational skills and able to produce accurate work under pressure and meeting deadlines.
• Good knowledge of producing reports.

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.