Head of Customer Service Urgent job

Head of Customer ServiceUrgent job

Địa Điểm Làm Việc: Hồ Chí Minh
Thương lượng 1994 lượt xem - Hết hạn trong 6 ngày
Mức độ phù hợp công việc - Xem chi tiết

Các Phúc Lợi Dành Cho Bạn

13th salary and performance bonus
Medical check-up
20 annual leave day per year

Mô Tả Công Việc

- Direct the continual review of customer experience and recommend strategies & action plans to ensure a comprehensive service strategy that supports a customer-centric organization;

- Lead continuous improvement to ensure effective frontline service delivery and customer care activities, in

- General Agency, Contact Center, Partners and every customer touchpoints and journey;

- Develop and implement tracking & reporting standards and systems for all customer experience activities for new and existing policies and policyholders;

- Actively collaborate with Customer Service, Operations, Operations Transformation and Distribution Services to ensure the delivery of a fully aligned customer servicing and support framework;

- Actively collaborate with Customer Experience - Marketing to ensure fully aligned customer voice and messaging;

- Drive strategic planning & initiatives where customer service and sales support expertise are required; · Identify and develop solutions / opportunities brought about by regulatory challenges/changes; new technology and service opportunities.

People Management:
- Define, communicate and execute a development plan to attract and ensure career growth and success of customer service and satisfaction staff;
- Recruit, build and develop an engaged, competent and effective team;
- Conduct and document regular performance reviews and an annual reviews;
- Implement open and clear lines of communication with the team through regular career development discussions with direct reports, in line with the PVA Performance Management Process;
- Establish a framework to retain high-potential and high-performance team members, by identifying talent and implementing clear succession plans.

Risk Management:
- Implement robust governance (operational processes & procedures) in close consultation with local (PVA) and regional (PCA) Risk, Governance & Compliance guidelines and rules;
- Maintain a Quarterly Departmental Risk Register (DRR) to capture both significant and non-significant functional risks;
- Be responsible & accountable for planning/execution of business objectives in conformity with risk management requirements and compliance with all internal and external regulations.
Xem toàn bộ Mô Tả Công Việc

Yêu Cầu Công Việc


- University degree; at least 10 years of experience in customer services management;
- Experience in Life Insurance / Financial service.

Skill and knowledge
- Understand Life Insurance market is an advantage;
- Strong at People development and management;
- Ability to manage conflict, pressure;
- High agility to change (innovation mindset);
- Good structured thinking and customer mindset;
- Demonstrate to work across the organization and drive continuous improvement.

Core competencies: Fit with 5 Core Values of PVA and Leadership capability model of Prudential.

Địa Điểm Làm Việc

8 Hoàng Văn Thái, Khu đô thị Phú Mỹ Hưng, Tân Phú, Quận 7, Thành phố Hồ Chí Minh, Việt Nam
Xem toàn bộ hồ sơ công ty

Prudential Vietnam is a subsidiary of Prudential plc, a leading global financial group that provides life and health insurance and asset management. We are inspired by our purpose "For Every Life, For Every Future".

Our mission is to be the most trusted partner and protector for this generation and generations to come, by providing simple and accessible financial and health solutions.

Xem toàn bộ thông tin công ty
8 Đường Hoàng Văn Thái, Quận 7, Thành phố Hồ Chí Minh, Việt Nam
1.000-4.999 nhân viên
Human Resources
Bảo Hiểm Sức Khỏe Cho Người Dùng VietnamWorks | Hợp tác cùng Tokio Marine Vietnam

Bảo Hiểm Sức Khỏe Cho Người Dùng VietnamWorks | Hợp tác cùng Tokio Marine Vietnam

Mức phí tốt nhất chỉ từ 600.000 VND/năm

Cung cấp bảo hiểm cho người thân: Cha Mẹ (lên tới 70 tuổi) và Con

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