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. Job Purpose Responsible to manage and oversee the Contact Center (CC) in order to achieve the following Key Performance Indicators (KPI): Financial - Ensure vendor achieves service level agreements (SLA) and maintain effective cost management within the budget. Customer - Plan and organize CC activities with the vendor to meet and exceed customer standards and expectations. Operational Performance - To satisfy our customers and shareholders, to excel in business processes. People - To achieve our goals and to contribute to organization learning and innovation process. To strategically develop the CC to meet the changing business needs at both Hub and Spoke level over the medium and long term. Job Responsibilities one. Ensure proper planning of CC activities to meet or exceed customer standards and expectations. Strategically develop the CC in order to meet the changing business needs and to achieve CC KPIs (SL, abandon rate, handling time and schedule adherence). Identify and develop new business verticals which will support CC's growing needs and improve customers' experience. two. Ensure at all times that the business expectations and requirements are exceeded within the specified quality and service level agreements. Responsible for the productivity of the CC through meeting all the objectives and managing costs and quality to operating plans. Main point of contact with the business on daily operational issues and be accountable for ensuring that the whole operations team is continually kept abreast on all developments related to the business which has a direct impact on the operations. Similarly, the incumbent will be responsible for communicating with the business on any developments within the CC team. 3. To lead and participate with senior management team to continually drive improvements in process, productivity, quality and cost. Recommend and initiate improvements to operational efficiency. Provide timely and effective communication to CC. Drive changes through effective planning, change management and accurate decision making. 4. Monitor operational performances, recommend and initiate improvements to enhance operational efficiency and service delivery. Recommend, prepare and ensure the successful implementation of the Operations plans in line with the objectives and budget approved by the Company. 5. Liaise with other departments in the organization to resolve issues brought up by CSRs or Customers. Ensure creation of service tickets within the same day. Customer request are attended to within SLA. 6. Cultivate learning and a service oriented culture amongst staffs and department. Ensure staff participates in all learning programs. Ensure CC exhibits a positive and team spirit that assimilates Prudential's culture. Develop a motivated cohesive team environment where staff can achieve their full potential. This includes, but not limited to, ongoing development of the Team Managers and front line staff to ensure adequate training and direction. Prepare and provide accurate reports to Management team on a timely manner Ensure that all Operations processes are documented and all activities within the CC are in strict adherence to defined processes. Timely submission of reports as per agreed dateline. Ensure report details are extracted from accurate sources. Support immediate superior and company to continuously review processes, identify and resolve service gaps through constructive feedback, and implement process improvements where appropriate. Undertake staff performance reviews, identifying skills gaps, time management concerns and working with HR to ensure appropriate coaching and/or training is delivered to bridge the gap in knowledge or performance. Ensure that the processes are reviewed for effectiveness and that all Standard Operating Procedures (SOP) are updated and current. Timely implementation of actions required. Participate in projects, initiatives and related activities. Undertake any other works and duties allocated by management as and when required. Take up ad-hoc and/or regular works and duties as and when allocated by the management. Job Requirements Degree holder with minimum 3 years line management experience in an insurance environment. Strong customer facing and/or CC experience and the ability to demonstrate a strong customer centric understanding and approach and able to demonstrate a track record in. Building strong relationships - internally and externally. Proven track record, ability to succeed in a high pressure environment, patient, enthusiastic, responsive, able to take and give feedback professionally. Well-developed practical CC and life operations experience and knowledge. High level communication skills well developed influencing and negotiation skills. Highly numerate and analytical, familiar with end-to-end processes and discipline. 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. Show more Show less