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 :
Job Specification : a. Qualifications
b. Experience
c. Knowledge
Digital Manager • Kuala Lumpur