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 Responsibilities
Scope 1: Lead Policy Service Function including Policy Management, Payment Management and Premium Collection to deliver the excellent service to customer during policy life cycle to improve customer retention, paid rate, customer satisfaction, attract new customer, and promote the company image & brand
- For digital channels, PS Head would be responsible for strategize and with supports from with other support functions (IT, Ops Transformation ) drive the implementation of related systems from end to end for best customer experience including seamless registration of customer PS requests on all digital channels and E2E automation at back end.
- For counter channel, PS Head would be responsible to design an effective and efficient process E2E for CS/GA to follow. The process should have embedded controls to Deploy Strategic projects of diversify premium collection and benefit payment channels automate workflow in related applications/ tools, provide omni channels to customers, transform process for seamless, fast and convenience to bring the great customer experience at any-time anywhere
- PS Head would be responsible to drive process transformation and improvements to enhance the operational efficiency and effectiveness through review and amendments processes. Understand and effectively utilize resources of our large-scale service network, provided by internal systems, departments, policies, and procedures
- PS Head would be responsible to drive effectively management cash and cashless collection via collecting agents and other digital channels
Scope 2: Develop integrated operating system in order to automate all the business workflow
- Develop the strategy and roadmap to integrate all the current operating systems and develop the new digital platforms/ systems in order to automate all the business workflow
- Closely work with IT Department to do research for new technology platform and manage the execution timely to support business development.
Scope 3: Strengthen Risk Management, Compliance and Self-monitoring
- On all channels, Head of PS will need to oversight the process E2E with data analytics to ensure both a) a good service level are delivered to customers and b) oversight and manage overall risk with PS services particularly the ones related to high volume money e.g. Payment and Premium Collection. Note that:
- For counter channel, while PS is responsible for designing a sound process for PS related services in place and overall management of PS Service at an aggregated portfolio level, CS team would be responsible on day to day task to ensure that the GA/CS staffs follow the designed process and no collusion at CS/GA staff level.
- Monthly independent sample QA check on CS/GA task would be under QA team.
- Monitor the sections to comply to Risk management, Compliance and Self- monitoring
- Manage and highlight any risks associated with Operational processes
Scope 4: Workforce Management and Development
- Drive the implementation of Fit for Growth Strategic Workforce Plan in order to make the organization future-ready (build Digital Capabilities Agile - new way of working Data Analytics capabilities)
- Identify, coach and empower critical staffs. Build successor and back-up for critical roles.
Job Requirements
Qualifications
Experiences
- Minimum 8-year experience in Life Insurance/Banking/Financial services sector, 5-year experience in management.
Knowledge and skill
- Knowledge: Management, Life Insurance, Project Management, in-depth knowledge of local and national government, Office computer
- Skills: Problem solving and judgment, communication, crisis & conflicts management, decision making, analytical thinking, adaptability, customer oriented, negotiation, presentation, project management and process improvement.
- Core values: Ambitious, Curious Empathic, Courage, and Nimble.
- Leadership: Leadership capabilities (strategic & commercial acumen, execution excellence, leading innovation and change, integrity, customer centricity, working together, and growing talent) proven ability to set targets, and motivate teams to deliver goals in a high performing culture
Competencies
Leadership Capability Model - Advanced 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 individual physical or mental health requirements.
