PVA - Premium and Calling Management Specialist (Chuyên viên Chiến lược Thu phí)

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.Under the leadership of the Calling & Premium Collection Management Manager the Calling Premium Collection Senior Specialist takes responsibility to support and drive the contact strategy by defined model as well as hold the customer service projects from material preparation, execution to reporting and administrative tasks as requested.
Di s lnh o ca Qun l Thu ph Bo him, Chuyn gia Cp cao Thu ph Bo him chu trch nhim h tr v nh hng chin lc tip cn theo m hnh xc nh cng nh nm gi cc d n dch v khch hng t chun b vt cht, thc hin cc cng vic bo co v hnh chnh theo yu cu.

This supporting role is expected to work closely on customer activity management, system/technology tool preparation/continue develop for enrich customer profile and support agency in customer interaction task. This role is to contribute in delivery of results within agreed upon timelines for internal stakeholders.
Vai tr h tr ny d kin s hp tc cht ch trong vic qun l hot ng ca khch hng, chun b h thng / cng c cng ngh / tip tc pht trin lm phong ph h s khch hng v h tr c quan trong nhim v tng tc vi khch hng. Vai tr ny gp phn trong vic cung cp kt qu trong thi gian c tha thun cho cc bn lin quan ni b.
Job Responsibilities
Impact on the Business/

  • Assist in driving effectively the contact strategy to the outcome that fit to business expectation.
  • Coordinate to organize and manage strategic & functional customer service projects nationwide.
  • Assist Nationwide Head in administrative tasks.

Customers / Stakeholders /
  • Maintain effective relationships with site leadership team and other functional teams i.e. IT systems support, PMO, OP, AD, PD
  • Supports the site manager and as appropriate represents of CCE calling team in transformation projects.
  • Local change support when introducing new interventions/ procedures.

Leadership & Teamwork /
  • Coordination and delivery of innovative engagement initiatives and activities aligned to business and people strategy.
  • Works collaboratively and communicates persuasively, emphasizing teamwork, diversity, and knowledge-sharing both within PVA and with external business partners.

Operational Effectiveness & Control /
  • Knowledge of Group compliance, Operational Risk and other related controls in CS area and/or Premium payment at Partnership.
  • Demonstrate cost effectiveness on all initiatives.

  • Centrally coordinates contact centre/Premium collection requirements for IT, HR, Learning & Development etc.

Job Accountability /
  • Develop and implement Contact Strategy with defined outcome where effectiveness and efficient in customer contact of every touchpoint throughout customer product life with PVA.
  • Balancing the needs of all stakeholders fairly and equitably.
  • Coordinate Risks and Compliance roadmap / exercises with Nationwide Head.

  • Running multiple initiatives, identifying and mitigating potential risks and issues and conflicts of priorities.

Job Requirements / Yu cu
  • Experienced in operational process/procedure/ system related
  • Customer centricity
  • Proficient in English and local language
  • Ability to work in a dynamic high volume environment.
  • Open to Hybrid working model

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.





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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