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 / Mục tiêu vị trí
. To manage and oversee daily PRU‑Direct Care activities, ensuring all critical customer touchpoints are delivered consistently, timely and meaningfully to enhance customer experience, engagement and retention opportunities.
. This role does not perform direct sales. Sales opportunities are referred to licensed agents in accordance with CAM referral rules.
. Quản lý v dẫn dắt hoạt động PRU‑Direct Care hằng ngy, đảm bảo các điểm chạm quan trọng trong hnh trình khách hng được triển khai nhất quán, kịp thời v mang giá trị, góp phần nâng cao trải nghiệm khách hng, sự gắn kết v cơ hội giữ chân/tái tục.
. Vai trò ny không thực hiện hoạt động bán hng trực tiếp. Các cơ hội bán hng sẽ được chuyển tiếp cho đại lý đã được cấp phép, tuân thủ theo quy định referral của chương trình CAM.
Job Responsibilities
PRU - Direct Care Team Management | Quản lý team PRU - Direct Care
- Participate in recruitment of team members & Set up and manage seating plan, workstations, computers, access right,…
- Establish and standardize call processes, workflows, and operating procedures.
- Plan and allocate call/care volumes across team members to ensure optimal coverage and productivity.
- Develop and deliver call training programs on insurance products, customer care skills, and CAM processes.
- Build, review, and improve call scripts and care scenarios.
- Provide on‑job coaching and consult team members on complex or sensitive customer cases.
- Perform call monitoring (QC) to ensure quality, compliance, and customer‑centric communication.
Báo cáo | Reporting
- Monitor and report calling and care results (contact rate, engagement volume, conversion/referral signals).
Performance measures/
- CAM Effectiveness: Engagement volume, contactable rate
- Customer Satisfaction: NPS/CSAT
Job Requirements / Yêu cầu
- Bachelor's or College degree in Business Administration or related fields.
- 03-05 years of experience in customer service, customer care, insurance, CRM management
- Strong people management, communication, and problem‑solving skills
- Relationship‑building and customer‑engagement skill sets are required
- Data Driven & Continuous Improvement Mindset
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.
