Head of Customer Care & Communication

Job Responsibilities:

• Strategic Alignment: Build and execute customer care plans that in line with Prudential’s customer strategies that resonate with Prudential’s core purpose and values, ensuring a consistent and comprehensive approach across all customer interactions;

• Departmental Oversight: Oversee Customer Care departments, guaranteeing excellence in service delivery throughout the entire policy lifecycle;

• Service Strategy Leadership: Lead the creation and execution of service strategies that place customer needs at the forefront, cultivating long-term loyalty and engagement;

• Customer Advocacy: Be the champion of a customer-first mindset within the organization, ensuring that every customer’s journey is valued and prioritized;

• Performance Monitoring: Keep a close watch on service performance metrics, using data to guide strategic decisions and service enhancements;

• Personal Development: Commit to ongoing personal development in both technical and soft skills to lead your team in providing prompt, effective, and professional service to all internal and external customers;

• Cross-Functional Collaboration: Keep strong and constructive relationships with the distribution, Franchise, BM & GA (General Agency) teams to align customer goals with broader business aims, ensuring positive communication and mutual commitment;

• Communication: Be accountable and responsible for leading Operations division to plan and implement the communication strategy effectively and consistently to internal and external stakeholders, such as staffs within and outside Operations division, Top Leader Team and staffs of General Agency office, Transaction office, Sales office.

Job Accountability

1. Drive customer care strategy planning and execution to ensure a comprehensive service strategy that supports a customer-centric organization;

2. Act as Project Owner to lead the key projects falling under the Customer Retention Strategy to ensure successful delivery of the Strategy;

3. Ensure tactical programs (if any) to improve Retention rate (prevent Lapse/Surrender), Maturity recapture, Cashless, Partner Collection are planned, communicated and deployed smoothly, and performance are tracked and reviewed timely;

4. Work with Customer Experience team to ensure Loyalty Program is successfully implemented and embedded into daily BAU activities. Be responsible for successful implementation of Loyalty Programs led by Customer Experience team;

5. Be responsible for annual planning activities of the Department;

6. Recruit, build and develop an engaged, competent and effective team;

7. Maintain a Quarterly Departmental Risk Register (DRR) to capture both significant and non-significant functional risks for team;

8. Work with Corporate Communication, Marketing, Compliance and other relevant stakeholders to ensure Operations division’s initiatives and projects are successfully communicated and aligned internal and external messages, ensuring consistency across all corporate & internal communications as well as complying with PVA’s policies and standards;

9. Plays a key role in creating and driving management communications, working with Operation’s leadership team to ensure the right messages to be delivered;

10. Prepare message or scripts from Chief Operating Officer for internal presentation in written or spoken form;

11. Plan, edit, and/or review content and layout for a variety of internal and external communications mediums, such as memorandum, email bulletin, employee Q&A and the like.

• Educational Background: A master’s degree in business administration, marketing, or a related field is preferred

• Experience: 5-year experience in Life Insurance/Banking/Finance services sector; 5-year experience in management and leadership; a demonstrable history of enhancing customer service and satisfaction

• Knowledge: Leadership, Management, Life insurance, Office computer

• Skills: Creative thinking, Problem analysis, solving and Judgment, Communication, Analytical thinking, Adaptability, Customer oriented, Negotiation, Presentation, Influence and Empathy

• Leadership: Proven ability to set targets, drive and motivate teams to work through obstacles and setbacks to deliver goals in a high performing culture

• Strategic thinking: Proven ability to propose strategy for customer, operation and persistency for short term (3 years) and long term (3 – 5 years)