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Senior Manager, Digital Solutions

Prudential plcKuala Lumpur

17 hari lalu

Penerangan pekerjaan

Job Summary

The incumbent is responsible for strategic planning, execution, and driving business outcomes for the Digital Customer Experience unit. They are expected to implement a best-in-class digital and self-service experience, making digital touchpoints the first choice for customers and agents. Core duties include managing and leading people, planning and delivering key digital initiatives, and driving market adoption of PAMB digital services.

Principal Duties & 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 achieve company-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.

Can comfortably adapt to a fast-moving environment.

Committed, self-motivated, energetic team player & results oriented individual.

Strong verbal and written communications in English, with excellent interpersonal skills.

Ability to handle confidential material relating to employee and company 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

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Digital Manager • Kuala Lumpur