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Senior Manager, Digital Solutions

Senior Manager, Digital Solutions

Prudential plcKuala Lumpur, Malaysia
17 hari lalu
Penerangan pekerjaan

Responsibilities

1. Lead the implementation of servicing capabilities at PRUServices for seamless customer experience and optimal efficiency.

2. Drive digital services adoption with stakeholders to achieve targeted ROI.

3. Enhance self-serve FCR using innovative technologies to meet customer needs.

4. Contribute to and achievepany-wide People KPIs.

5. Handle and monitor the dashboard (MI) and management reporting.

6. Monitor and improve performance metrics, including customer satisfaction ratings, net promoter scores, and digital services adoption.

7. Focus on people development to build a skilled and motivated team.

8. Plan and deliver key digital initiatives to enhance customer experience.

9. Oversee production to ensure seamless execution of digital projects.

10. Handling ad hoc project if required.

Performance Metrics :

  • Customer satisfaction rating
  • Net promoter scores
  • Digital services adoption
  • Delivery Roadmap
  • People development

Job Specification : a. Qualifications

  • Bachelor's Degree, Post Graduate Diploma, Professional Degree, Master's Degree, any field.

    • b. Experience

  • At least 10 years of working experience in the related field is required for this position.
  • Ability to motivate others and demonstrate strong leadership capabilities.
  • Demonstrates strong organizational and time management skills
  • Must be self-directed and able to meet deadlines with minimal supervision.
  • Canfortably adapt to a fast-moving environment.
  • mitted, self-motivated, energetic team player & results oriented individual.
  • Strong verbal and writtenmunications in English, with excellent interpersonal skills.
  • Ability to handle confidential material relating to employee andpany information.

    • c. Knowledge

  • Knowledge in digital self-service, digital transformation, program and project delivery, business process improvements, customer analytics, end-to-end SDLC / Agile implementations
  • Knowledge in insurance industry will be advantageous.
  • Proficiency in Microsoft Office applications such as Excel, Word and PowerPoint

    • 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 ID 25060421

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    Digital Manager • Kuala Lumpur, Malaysia