PBTB | Senior Manager, Customer Excellence & Solutions (Contract)

Prudential BSN Takaful Berhad; Kuala Lumpur; On-site; MYR 120,000 - 180,000; Full time

Job summary

Prudential BSN Takaful Berhad is seeking a Service Transformation professional to develop strategy and roadmaps that optimise policy servicing, streamline operations and boost efficiency. You will drive digital self-service for agents and customers, lead change management initiatives and collaborate cross-functionally to deliver high-quality service and governance.

The role emphasises ESG considerations, regulatory awareness, and an inclusive, equal-opportunity work environment aligned with

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 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.

Service Transformation Strategy & Roadmap

• Develop strategy and roadmap to optimize policy/certificate servicing processes, streamline operations, and enhance efficiency
• Use technology and automation to drive self serve for faster TAT and improve customer experience
• Prioritise the project deliverables that can bring values and benefits to operational efficiency and customer experience

Leading Change

• Identify opportunities to streamline processe, enhance efficiency and drive continuous improvement culture
• Drive digital self serve for Agents & Customers via Change Management strategy and activities
• Intergrate environmental, social and governance (ESG) consideration into decision-making process.

Foster Collaboration & Governance

• Collaborate within and cross-functional teams to drive process improvements and enhance the overall customer experience, ensuring high-quality service delivery and resolution of customer inquiries and issues.
• Stay updated on industry trends, regulatory changes, and best practices related to policy/certificate servicing and customer service, and implement necessary adjustments to ensure compliance and operational excellence.
• Act as a liaison with internal stakeholders, external parties, and regulatory authorities as required.

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.