Assistant Manager, Channel Communication & Engagement

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 reports to the Associate Director of Policy Servicing Team and will be primarily responsible for providing support to channels in handling special requests, appeals and complicated cases; To maintain strong relationship with distribution channels by conducting branch visits and sharing session to promote key service initiatives and ultimately optimize service excellence.

Job Responsibilities:

• Handle and resolve policy servicing related special requests, appeals and complicated cases from distribution channels. Build cultivate and maintain strong relationships with distribution channels in day-to-day operation.
• To establish rapport to agencies through branch visits, live-streaming training sessions, focus groups to promote key service initiatives, reinforce policy administration guidelines and procedures, and share best practice.
• To follow up on customer feedback received from customer transactional survey, identify operation gaps and collaborate with key stakeholders in Operations and customer experience team to improve tNPS and rNPS.
• Assist line manager to optimize service excellence to agencies by identifying gaps, reviewing feedback and recommend service improvement solutions to management. Collaborate with internal functional teams to ensure seamless service delivery and enhance overall operational effectiveness.
• Coordinate with relevant teams to prepare and conduct external/internal audit of policy administration process
• Prepare regular management reports with data analytics to identify trends and drive areas of improvement.
• Prepare and review Standard Operation Procedure (SOP) for current procedure workflows.

Job Requirements:

• Bachelor’s degree in any discipline.
• Minimum 5 years proven working experience in policy service, customer service, channel management, or business development in insurance or banking industry.
• Good operational knowledge and perfectly experience in life insurance.
• Good knowledge and experience in best practices for building and maintaining customer service experience
• Good understanding of the behavior and practices of salespeople from different distribution channels
• Passed IIQE Paper 1, 3 and 5 will be an advantage.
• Fluent in English and Chinese in both written and spoken. Good command of Mandarin.
• Good presentation and communication skills
• Strong analytical, problem-solving, and multitasking abilities
• Proficient in Microsoft Office
• Optimistic and positive attitude
• Able to work in growing agile and ambitious environment
• Flexible and adaptable to change

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.