Customer Engagement Supervisor

Prudential Hong Kong Limited; Manila; On-site; PHP 446,400 - 669,600; Full time

Benefits offered by this job

Training and development programs

Performance bonuses

Job summary

A financial services company in Metro Manila is seeking an experienced team manager to oversee customer engagement and workforce management. The ideal candidate will have expertise in handling escalated issues, data analysis for customer satisfaction, and the ability to conduct training programs. The role requires excellent communication skills, a solid understanding of compliance, and the capability to drive team performance metrics effectively. This on-site position promises a dynamic work environment focused on enhancing customer service.

Qualifications

• Experience in customer engagement and complaint resolution.
• Strong analytical skills with a focus on data-backed decision-making.
• Proven track record in team leadership and training.

Responsibilities

• Manage team schedules, training, and resource allocation.
• Oversee customer communication and resolution of escalated issues.
• Conduct regular performance reviews and facilitate team training.

Skills

Customer communication expertise

Data analysis

Team management

Training and coaching

Compliance knowledge

Education

Bachelor's degree or equivalent

Tools

Jira

Digital communication tools

Job description

* ### Handles People Management.* ### Handles Team’s workforce.* ### Assist on Team’s inquiries/concerns.* ### Expert handling of Customer communication across all contact center channels.* ### Handles complex cases and upper management escalations (ExCom) and Supervisor Calls (Supp calls).* ### Expert handling of case escalations and complaints up to resolution.* ### Collect’s data and performs customer data analysis to recommend value – adding, differentiated solutions/services.* ### Provides customer insights from customer data collection and performs analysis of solutions, gaps, customer research and of competitor’s products and offerings.* ### Resolve’s incident and issue as it arises.* ### Escalates issues/concerns to the appropriate unit/squad of the company.* ### Prepares detailed assessment, Transaction Issue Cause Action Resolution needed (TICAR) endorsement and/or Facts of the Case (FOTC) analysis and recommends advance solutions and effective Next issue avoidance (NIA).* ### Drives closure of Open, issues, at risk and beyond Service Level Agreements (SLAs) tickets* ### Ensures timely and regular updates, feedback, and resolution to the customers.* ### Promotes Digital tools’ utilization to our customers.* ### Supports, cascades, and promotes the campaigns offered to clients and agents by encouraging customers to utilize the offers, as appropriate.* ### Recommends and implements other persistency and customer retention activities that will fit the needs of their specific areas.* ### Ensures accurate ticket categorization, assignment, and endorsements.* ### Ensures that raised production tickets are closed within service level agreement.* ### Provides updates, feedback, and resolution to the customers from time to time.* ### Reviews and assesses Service Request/s raised by the business and ensures development is within committed schedule.* ### Facilitates individual and group coaching sessions.* ### Reinforce disciplinary actions in accordance to HR’s code of conduct/discipline (when necessary).* ### Maintains team statistics and data.* ### Drives and strategizes Team performance and target Key Performance Indicator (KPI) achievements.* ### Prepares end of day production reports and analysis* ### Prepares Team’s month end report with insights.* ### Facilitates Daily Stand ups (DSU) meetings.* ### Facilitates collaborations to address common issues/concerns (within and outside the squad).* ### Drives Teams participation and Engagement.* ### Spearheads process improvement initiatives.* ### Drives capability build program for the team.* ### Develops report template, call out trackers, and monitoring files.* ### Provides documentation and enhancement of internal processes, guidelines, and procedures.* ### Provides inputs for customer solutions powered by data analytics.* ### Analyses and Addresses Customer Satisfaction survey (CSAT) detractors.* ### Organize and facilitates mini trainings and pocket sessions.* ### Participations in One Ops projects, testing, engagement, sprints, and enhancement initiatives.* ### Assists the Scrum Master and Product Owner in managing the Tribe.* ### Acts as pseudo–Product Owner.* ### Creates Jira story for user requirements (when being tapped to a Sprint/project).* ### Performs other functions/channel assignment as may be assigned. Personalized Service Interactions based on Customer Segment* ### Supports multi-channel roles such as:* ### Receives incoming Inbound Calls* ### Facilitates Outbound call outs/care calls related to:* ### Welcome call out for newly issued policies.* ### Upcoming and on-going company campaigns* ### Customer satisfaction survey* ### Transaction requirements reminder and confirmation* ### Issues and incidents solutioning* ### Giving transaction feedback and updates* ### Promotion of Digital channels and Platforms* ### Answers emails received from Company’s mailboxes.* ### Responds to public and private messages received from the following social media channels.* ### Facebook* ### Instagram* ### X (previously known as Twitter)* ### Modifies social media messages (hides, blocks and marks as spam) based on company’s social media guidelines.* ### Answers incoming chat from PruAccess facility.* ### Validates Customer identity before proceeding to any transactions.* ### Updates contact information of the Customers.* ### Pre-screens of submitted documents and forms prior Process Owner and Customer Care endorsement.* ### Endorses potential leads to Process Owner* ### Provides FAQs for Brand/product campaigns.* ### Promotes Digital channels and Platforms to our Customers.* ### Prepares written responses to non-standard inquiries or exceptional cases.* ### Handles escalated complaints and requests from policy owners, agents, and Tribe Members. Effective Customer Engagement* ### Manages the Team’s over-all workforce (Schedules, trainings, overtimes etc.).* ### Helps with the team transaction’s inquiries and concerns.* ### Coaches’ employees and drives performance improvements.* ### Facilitates scheduled Daily Stand ups (DSU) meetings.* ### Initiates collaboration meetings.* ### Develops and conducts training modules/programs to staff.* ### Conducts capability assessments and recommends required trainings for the continuous development of the skills of team members.* ### Monitors and drives Team performance and Key Performance Indicator (KPI) attainment.* ### Provides Team performance’s justification and insights.* ### Imposes disciplinary actions (when needed).* ### Conducts meetings to disseminate or implement new office procedures, company rules and regulations, as well as other pertinent information.* ### Facilitates staff performance appraisals.* ### Conducts the hiring process and facilitates the training and on-boarding of new hires.* ### Monitors/evaluates job performance of employees in the Department for probationary and/or permanent appointments as well as for the purpose of giving performance feedback and/or merit rating. Strengthened Team Governance* ### In-charge of the forecasting and resource planning of the team to maximize the capacity of the resources.* ### Conducts audit review of the transactions being handled by the Unit and implements courses of action on audit findings, as necessary.* ### Monitors the action plans and/or recommendations to address the audit findings.* ### Ensures security measures are strictly observed to ensure adherence of the team to data privacy regulations.* ### Ensures adherence of the work unit to compliance and risk management standards. This includes instilling a risk culture within the team and completing risk related requirements.* ### Ensures compliance to AMLA and other regulatory requirements and submits reports to the Compliance Officer, as necessary.* ### Acts as representative in meetings concerning the Department especially in the absence of the Contact Center Squad Leader.* ### Assists Contact Center Squad Leader in budget and monitoring of expenses of the work unit, including OT and supplies.* ### Assists Contact Center Squad Leader in capacity planning.* ### Performs such other tasks as may be assigned from time to time.* ### Knows and understand the Pru Life UK Compliance Standards. He/She must be fully aware of his/her key responsibilities and competent to carry them out to the required standards. He/She must report all compliance matters openly and honestly to the Compliance Officer in accordance with the reporting requirements operated by the Compliance Officer. He/She must operate a process within his/her unit/are to ensure that all relevant compliance matters are identified and reported. Scaling up Capacity* ### Promotes Team achievement on set daily productivity target of the team.* ### Ensures quality handling of transactions, feedback, and case resolutions.* ### Ensures that all company policies, procedures, programs, and instruction