Customer Service Strategy Manager (Quản lý Chiến lược Chăm sóc Khách hàng)

Customer Service Strategy Manager (Quản lý Chiến lược Chăm sóc Khách hàng)

Prudential Assurance
3-5 years
Not Specified

Job Description

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
  • 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

Leadership Capability Model - Intermediate level
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 special requirements.

Job Details

Employment Types:




Prudentialplc provides life and health insurance and asset management, with a focus on Asia and Africa. We help people get the most out of life, by making healthcare affordable and accessible and by promoting financial inclusion. We protect people's wealth, help them grow their assets, and empower them to save for their goals. The business has more than 18 million life customers in Asia and Africa.Prudential has been providing trusted financial security for 95 years and is listed on stock exchanges in London, Hong Kong, Singapore, and New York. We are proud to be included in the 2022 Bloomberg Gender Equality Index. The index measures gender equality across five pillars: female leadership and talent pipeline, equal pay and gender pay parity, inclusive culture, sexual harassment policies, and pro-women brand. Our inclusion in this global index is testament to our commitment to nurturing diverse talent. #BloombergGEI . Prudential plc is not affiliated in any manner with Prudential Financial, Inc., a company whose principal place of business is in the United States of America or with the Prudential Assurance Company, a subsidiary of M&G plc, a company incorporated in the United Kingdom.

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