At Prudential, we understand that success comes from the talent and commitment of our people. Together, we have a shared vision in securing the future of our customers and our communities. We strive to build a business that you can shape, an inclusive workplace where everyone’s ideas are valued and a culture where we can thrive together. Our people stay connected and tuned in to what’s happening around us, keeping us ahead of the curve. While focused on the long-term, we look to the future to bring growth, development and benefit to everyone whose lives we touch.

Lead the Customer Service counter team to deliver a high standard of service for customers and distributors by overseeing day to day implementation effectively and efficiently.

Job responsibilities:

• Lead the Customer Counter team to ensure delivery of high quality results that would improve customer satisfaction, company reputation and standard of fulfilling regulatory requirement. Includes resource management particularly team development, talent pipeline and retention
• Ensure the achievement of Customer Service performance KPIs (wait time, handling time, etc) by providing regular monitoring, coaching and training
• Provide advice and solutions to staff to resolve customer feedback cases thru effective discussion in timely manner
• Assist in identifying service gaps (e.g. addressing inconsistency, inefficiencies, best practices, emerging trends, etc) of each touch point thru collecting teammates’ sharing and feedback and proactively drive relevant departments (e.g. Policy Administration, Claims, Marketing, IT…etc) to improve customer experience
• Assist in improving operational efficiency and organizational effectiveness by challenging work practices and present opinions and recommendations on changes and initiatives to management
• Motivate and develop staff to build a high morale team so as to deliver top performance and to meet department objectives (e.g. turnover, average team morale score…etc)
• Assist department in creating valued added strategy to uplift service quality and to strengthen support to sales channels by implementing new initiatives for the purpose of generating more new business

Job requirements:

• University graduate with FLMI & ACS
• 7 years of experience in Customer Service Operations, in which 3 years in supervisory role
• Solid working experience in customer/sales service environment with complaint management exposure
• Strong customer service experience with different distribution channels and customer segments

For other vacancies, please visit our website at https://prudential.wd3.myworkdayjobs.com/en-US/prudential

We offer an attractive remuneration package including 5-day work week and flexible benefits.  Please submit your application with present and expected salaries online.

To apply: https://prudential.wd3.myworkdayjobs.com/prudential/job/Hong-Kong/Manager--Customer-Service-Center_19110091

Data collected will be used for recruitment purpose only and will be kept for 24 months.  Only short-listed candidates will  be notified.