Policy Service Senior Manager

3 months ago

Hà Nội, Vietnam Prudential plc Full time

Policy Service Senior Manager

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.

This role is managing the performance of the Policy Services - Payment Management team in alignment with approved policies, guidelines, and objectives. The goal is to serve customers effectively and efficiently.

Ensuring excellent customer service throughout the policy lifecycle. This contributes to customer retention, higher paid rates, increased customer satisfaction, attracting new customers, and enhancing the company's image and brand.

Key responsibilities:
Processing: Ensure that customer payments are processed accurately according to the Payment Management Manual and Guidelines. Maximize team performance to achieve business-as-usual KPIs and objectives. Complaint Resolution: Collaborate to swiftly and effectively address customer complaints related to operational issues. Project Deployment: Timely deployment of assigned projects with expected results. Prepare relevant reports as needed. Operating Manual Updates: Keep the Operating Manual up-to-date and communicate changes effectively to relevant parties. Ensure quality control, risk management, and compliance. Collaboration: Coordinate with other teams in Operations and various departments across the company to solve problems effectively. Process Transformation: Drive process improvements to enhance operational efficiency. Understand and effectively utilize resources of our large-scale service network, provided by internal systems, departments, policies, and procedures. Team Development: Foster team growth, improve productivity, and maintain high-quality standards.

Job ID 24070556

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