Customer Service Strategy Manager

4 weeks ago


Ho Chi Minh City, Vietnam Prudential Full time

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 position participates in planning customer service strategy for Prudential Vietnam, focusing on proposing strategies and monitoring implementation plan to drive customer satisfaction, customer retention and customer care. The position also provides guidance, advice and supports for business functions (Service Recovery, Customer Care and Retention, NBUW, Claims, QA) where needed to ensure smooth implementation of customer service enhancement projects and activities. From time to time, this position also plays the role of project / program manager to oversee the execution of strategies and directions given by high management.

Job Responsibilities
- Facilitate the planning process of customer service strategy for PVA including, but not limited to data gathering and analytics, working with relevant stakeholders for inputs and strategy build-up, preparing proposals to seek high management approval.
- Constantly monitor the progress and ensure the strategies are executed successfully
- Participate in problem-solving with business functions where required to get issued fixed.
- Prepare progress update on PVA Customer Service Strategy for reporting and escalation to stakeholders and high management.

Job Requirements

**Qualifications**:

- Bachelor degree holder, preferably from finance or marketing background
- 3 - 5 year experience in similar positions is a plus

Knowledge and skill
- Excellent communication skill
- Ability to work independently
- Good English
- Understanding about corporate culture in an international setting

Competencies

Leadership Capability Model - Intermediate level


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