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.

This role will lead the Customer Service Correspondence Team and provide guidance for the team in handling all sorts of written enquiries and requests effectively and efficiently. This role is pivotal in monitoring the team operations, enhancing operational efficiency, and delivering world-class customer service. 

Job Responsibilities:

• Monitor and drive the team performance in achieving the company KPIs  
• Oversees the daily operations of the team, including resource management, team development, talent pipeline and retention
• Lead the team in handling customers written enquiries and requests
• Identify service gaps and process improvement opportunities, and proactively drive initiatives to enhance customer experience, operational efficiency, and process automation.
• Support project initiatives and prepare management reports
• Provide guidance and coaching for team development

Job Requirements:

• Bachelor’s degree holder in any discipline
• 5 years working experience in customer service managerial role, preferably from banking/finance/insurance industry with sound knowledge of life and medical insurance operations
• Excellent in both written and spoken English and Chinese
• Qualified license of IIQE 1, 3 and 5 is an advantage
• Good interpersonal and communication skills, enjoy and able to work with people of diverse backgrounds
• Customer centric with good organizational and time management skills

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.