Manager, Customer Resolution at Prudential plc

, , Singapore -

Full Time

Start Date

Immediate

Expiry Date

30 Jan, 26

Salary

0.0

Posted On

01 Nov, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Complaints Management, Communication Skills, Analytical Skills, Problem Solving, Team Collaboration, Project Management, Insurance Knowledge, Microsoft 365, Power Automate, Power BI, Service Recovery, Report Preparation, Trend Analysis, Dispute Resolution, Process Improvement

Industry

Financial Services

Description

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. In this role, you will manage escalated feedback and complaints received from our policyholders, agency force members, regulator, industry bodies, government and social media. As part of this dynamic role, you will report to the Head of Case Management Unit (CMU) and work closely with the Lead and other case managers, and internal stakeholders to promptly and effectively resolve all issues and concerns and in providing resolutions that are fair to both policyholders and the company. You will perform proactive complaints trend analyses for presentations to management and for effective complaints management, and to translate complaints into learnings and areas for improvements to be shared with the respective teams or departments. You will work with a collaborative team to drive digital initiatives and enhance customer experiences. Job Description: Manage, understand and record feedback and complaints that come in through various touchpoints and sources. Coordinate investigations of complaints by other departments, Agency Units and bank partners. Ensure reports are received within the stated turnaround time, and correctly address the feedback received. Analyze investigation reports / information received and make independent recommendations to the management for service resolutions. Coordinate service recovery actions with customers and relevant departments. Identify areas for improvement in current processes and highlight to other departments for review and change. Recommend solutions to prevent recurrence of similar complaints. Handle disputes that involve external parties and high level cases including mediation and adjudication sessions at CASE & FIDReC. Prepare statistics, monthly/quarterly complaints management reports, trend analysis and ad-hoc reports for circulation to Senior Management Team. Review and update procedure manual. Manage projects undertaken by the section. Be prepared to take on / be rotated to another role in Customer Management for development, growth and contributions. Who we are looking for: Competencies & Personal Traits Excellent written and spoken communication skills, preferably bilingual Pleasant disposition, patient with strong perseverance Meticulous and highly accurate Proficiency in Power Automate, Power BI and other Microsoft 365 services and tools is a plus Insurance knowledge will be an advantage Working Experience At least 2 years of complaints management / customer service experience Professional Qualifications Possess M5, M9, HI & M9A certifications Education Degree in Business Administration/Management Language English and Mandarin 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. We are Prudential. For Every Life, For Every Future. Prudential plc provides life and health insurance and asset management to 18 million customers across 24 markets in Asia and Africa. We are headquartered in London and Hong Kong and are focused on four strategic regions: Greater China, ASEAN, India and Africa. We are served by around 68,000 average monthly active agents and more than 200 bank partners. Prudential plc is not affiliated in any manner with Prudential Financial, Inc., a company whose principal place of business is in the United States of America or with the Prudential Assurance Company, a subsidiary of M&G plc, a company incorporated in the United Kingdom. Find out more at www.prudentialplc.com Follow us on LinkedIn

Responsibilities

Manage escalated feedback and complaints from policyholders and other stakeholders. Perform trend analyses and collaborate with teams to enhance customer experiences and resolve issues effectively.