Job Description

Prudential\xe2\x80\x99s 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\xe2\x80\x99s career ambitions. We pledge to make Prudential a place where you can Connect, Grow, and Succeed.

Assistant Manager, Service Quality Management oversees the operational activities of the Complaint Management & Recovery unit.

Assistant Manager, Service Quality Management is responsible ensure that all complaints received by the company is managed well according to the guidelines by the regulators. This role is also required to work very closely with the SMEs from all touchpoints, operations and distribution team to identify service gaps and to develop and implement the solutions to ensure that business and operational requirements for customers are satisfactorily met.

Job Accountabilities

1. Complaint Management Service Level is 100% managed within the regulatory requirements. (Complaint Management and Service Recovery (BAU)

2. Carry out deep dive analysis into complaint reasons to identify opportunities to enhance the customer experience through close looping and root cause analysis.

• identify complaint root cause.
• Support in reviewing product / project specification from a complaint handler\'s perspective by sharing insight or feedback.

3. Clarity of communication and explanation to complainant on decisions.

4. 100% compliance to SOPs and guidelines

5. Build a customer centric culture across the organization. (Customer Experience Initiatives / Strategies & Projects / Process & System Improvement)

• Collaborating with touchpoints to enhance knowledge and awareness of complaint handling.

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.

Prudential