Prudential Vietnam Assurance

Tóm tắt công việc

- REPORT TO POSITION: Territory Head of Customer Services - Central
- DEPARTMENT: Operations &Technology/ Customer Services
- JOB GRADE: 3B

*** Job Purpose:
This role is to deliver all company level/strategic and CS KPIs, including best-in-class customer experience at new service channel as The Gallerie/ PruVenture, Bancassurance,…..

*** Job Responsibilities:
• Develop the service standards for customer service at Central region.
• Manage and monitor the implementation of Customer attrition, customer experience under in-charge region.
• Promote customer retention activities under management zone to achieve the business goals, including: premium collection, conservation, policy maturity, and management of orphaned customers.
• Regularly visit The Gallerie/ Pruventure Offices to provide timely solutions/advices in terms of customer service activities including frequent training and guidance for Pru Planners/ Business Development Managers to ensure delivery of services excellence under PVA standards, including one door services and customer service recovery
• Closely work with Bancassurance salesforce to deliver the service solutions for customers’ inquiries/ issues/ complaints.
• Responsible for risks assessment and management in business operations under management zone.
• Coordinate with other departments to ensure the implementation of all projects, action plans under Customer Service Department on schedule, including crisis handling.
• Perform other tasks as assigned by manager.

*** Job Accountability:
This role is to manage customer services activities at The Gallerie/ Bank partner & Bancassurance workforce in the region. The position holder must ensure the successful implementation of Customer Services Strategy under his/her management to achieve company's strategic growth targets up to 2023 and exemplary people management in regards to team efficiency, productivity, quality control and team spirit.

*** Qualifications: College or BA degree, majors: Economics, Banking or Foreign Trade
or Service industry

*** Knowledge and skill:
• Business Commercial acumen
• Critical thinking and sound judgement
• Advanced communication
• People Management
• Demonstrations of core values: Empathetic, Curious, Nimble and Ambitious (advantage)