Talent.com
This job offer is not available in your country.
Branch Head, Customer Engagement Centres

Branch Head, Customer Engagement Centres

Prudential plcPulau Pinang
30+ days ago
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.

  • Ensure customers are given meaningful updates for non-FCR cases handled by Customer

Engagement Centers.

  • Ensure complex customer’s needs are fulfilled by performing timely escalation and proper

    • handover of non-FCR cases.

  • Deliver meaningful and value-added outbound services.
  • Prompts disseminate of information to team members in ensuring accurate and updated

    • policy information is conveyed to customers.

  • Investigate, rectify and perform root cause analysis by adopt the 5-why approach on

    • complaints or feedback lodged against team members.

  • Handle escalated enquiry and perform service recovery.
  • Resolve customer request / complaints in an efficient and timely manner within Service

    • Level.

  • Monitor team adherence, punctuality and overall discipline.
  • To coach and provide motivational assistance to the team to better manage retention.
  • Conduct debriefs sessions and monthly performance updates and identify service

    • improvements ideas or areas.

  • Ensure consistent service monitoring on team members to ensure quality, efficiency and

    • compliance.

  • Motivate, coach and develop team members to ensure they deliver the expected level of

    • service or higher.

  • Identify knowledge gaps and training needs.
  • Ensure manpower is optimized at all times and daily service level target are met.
  • Ensure team complies with company and regulator policies. eg. BNM, LIAM.
  • Liaise with relevant department to resolve issues.
  • Liaise with external service provider when necessary to perform any other duties as

    • assigned.

  • Keep up to date on new enhanced products / services in order to maintain a high level of

    • quality service to customers.

    Create a job alert for this search

    Customer Engagement • Pulau Pinang