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.

JOB SCOPE:
The incumbent is responsible to: -

• Identify key areas for improvement of customer journey, assist to develop plans, and manage the deliverables by aligning innovation goals with the company's strategic & business objectives.
• Participate & support the successful initiation, planning, design, execution, monitoring, and continuous improvement of a project/initiative.
• Building trusted relationships with customers, agents, business partners.
• Proactive customers & agents' engagement to achieve desired result & consistent experience.
• Creating awareness and leading change (change management).
• Minimize escalations/complaints.
• Meet expected Self-Service Adoption.

PRINCIPAL DUTIES & RESPONSIBILITIES:

• Identifying innovation area and opportunities within the division & LBU.
• Presenting new ideas and approaches to business partners & stakeholders.
• Assist & works with project team to create the project plan by defining the problem statement, objectives, scope, stakeholders, expectations, timeline & risks.
• Collaborating with rightful key stakeholders for alignment & resolution.
• Perform change impact assessment and share the best practices with stakeholders to create exceptional experience for customer & agent.
• Participate actively in engagement to build up strong and trusted relationships.
• Involve and contribute to change management and rationalize changes; i.e. change of business rules, processes & digital enablement.
• Provide relevant & end to end customer & agent fulfilment for complex request.
• Participate incidents with resolution & closure effectively.
• Participate in ad-hoc projects or initiatives assigned by superior independently.
• Adhere to guidelines and standards set with adequate controls are in place.
• Supporting & driving the Self-Service Adoption together with stakeholders.
• Motivate and inspire individuals and identifying training needs as and when required.
• Demonstrate positive working relationships within the team.

JOB SPECIFICATION:

1. Qualifications

• A basic degree in any discipline and/or at least 5-10 years working experience in managing customer experience and team management.

2. Experience

• At least 5-10 years working experience in managing customer experience and team.

3. Knowledge

• Analytical, with effective problem-solving skills and the ability to handle customer and agent issues.
• Excellent interpersonal skills and strong oral and written proficiency in English and Bahasa Malaysia.
• Strong organizational skills and able to produce accurate work under pressure and meeting deadlines.
• Proficient in Office 365 applications.
• A self-starter, pro-active, committed, mature and motivated worker who enjoys working in a challenging environment.
• Good knowledge of insurance products.
• Passion for customer service excellence.

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.

Job Requirements