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Manager, Strategy Management - Claims
Prudential Assurance Malaysia BerhadKuala Lumpur, Kuala Lumpur, Malaysia30+ hari lalu
Penerangan pekerjaanIdentifying innovation areas and opportunities within the division and LBU. Presenting new ideas and approaches to business partners and stakeholders. Assist and work with project team to create the project plan by defining the problem statement, objectives, scope, stakeholders, expectations, timeline, and risks. Collaborating with rightful key stakeholders for alignment and resolution. Perform change impact assessment and share best practices with stakeholders to create exceptional experience for customers and agents. Participate actively in engagement to build strong and trusted relationships. Involve and contribute to change management and rationalize changes (e.g., changes to business rules, processes, and digital enablement). Provide relevant end-to-end customer and agent fulfilment for complex requests. Participate in incidents with resolution and closure effectively. Participate in ad-hoc projects or initiatives assigned by superiors independently. Adhere to guidelines and standards with adequate controls in place. Support and drive Self-Service Adoption together with stakeholders. Motivate and inspire individuals and identify training needs as required. Demonstrate positive working relationships within the team. A basic degree in any discipline and / or at least 5-10 years of experience in managing customer experience and team management. At least 5-10 years of experience in managing customer experience and team. 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 ability to produce accurate work under pressure and meet deadlines. Proficient in Office 365 applications. A self-starter, proactive, committed, mature and motivated, who enjoys working in a challenging environment. Good knowledge of insurance products. Passion for customer service excellence. Mid-Senior level Full-time Business Development and Sales
Overview
Join to apply for the Manager, Strategy Management - Claims role at Prudential Assurance Malaysia Berhad .
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.
Responsibilities
- 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 and support the successful initiation, planning, design, execution, monitoring, and continuous improvement of a project / initiative.
- Build trusted relationships with customers, agents, and business partners.
- Proactively engage customers and agents to achieve desired results and a consistent experience.
- Create awareness and lead change (change management).
- Minimize escalations and complaints.
- Meet expected Self-Service Adoption.
Principal Duties & Responsibilities
Job Specification
Qualifications
Experience
Knowledge
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.
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