Job Description

Prudential\'s purpose is to help people get the most out of life. We will deliver our purpose by creating a culture in which diversity is celebrated and inclusion assured, for our colleagues, customers, and partners. We provide a platform for our people to do their best work and make an impact to the business, and in exchange, we support our people\'s career ambitions. We pledge to make Prudential a place where you can Connect, Grow and Succeed.

The incumbent is responsible for the overall performance of Customer Engagement Centres in the assigned region. Core duties include management and leadership of people and processes in delivery of consistent exceptional PRUexperience, customer care, quality, workforce planning, recruitment, coaching and training. The incumbent will be responsible for:

The strategic planning for Frontline for the expected outcomes on service levels, customer satisfaction rating, net promoter score and people development

Management and development of the Frontline team to ensure consistent delivery of high quality service to our customers/agents.

PRINCIPAL DUTIES & RESPONSIBILITIES:

Deliver the best \xe2\x80\x98first impression\xe2\x80\x99 and consistent exceptional PRUexperience to customers across all channels

Ensure customers are given meaningful updates for non-First Contact Resolution cases handled by Customer Engagement Centres

Ensure complex customer\xe2\x80\x99s needs are fulfilled by performing timely escalation and proper handover of non-First Contact Resolution cases

Deliver meaningful and value-added outbound services

Actively drive Digital First options to walk-in customers

Contribute and deliver on company-wide People key performance indicators

Inculcate and foster a robust risk culture within the team

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